Service Support Manager - Shoprite Group

eg. Accountant or Accounting or Kempinski



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Service Support Manager - Shoprite Group





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1. Patiently scroll down and read the job description below.

2. Scroll down and find how to apply or mode of application for this job after the job description.

3. Carefully follow the instructions on how to apply.

4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.


Purpose of the Job

  • Responsible for leading the Technology Service Management Centre (SMC) team for all brands across all geographies
  • Collaborate across Technology disciplines to continuously refine customer service processes
  • Manage Business stakeholders and Service Provider relationships

Job Objectives

Resource management

  • Supporting the Senior Manager in leading the team
  • Recruit, Mentor and manage a high-performing team
  • Create an inspiring team environment with an open communication culture
  • Foster a healthy and collaborative environment
  • Set clear team goals
  • Develop and implement long-term goals and objectives to achieve the successful outcome of the team.
  • Monitor team performance and report on metrics
  • Facilitate training needs by identifying gaps in skills and expertise, providing coaching, and planning development/growth paths.


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  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the team
  • Recognize high performance and reward accomplishments
  • Encourage and support independent thinking
  • Maintain high team morale
  • Ensures that team activities operate within the policies and procedures of the organization
  • Escalation path for Service Management
  • Contribute to Service Support Strategic, Tactical, and operational objectives

Service Centre Management

  • Ensuring that all service requests are fulfilled within the agreed SLAs
  • Managing a team of support staff and coordinating their activities
  • Planning and implementing strategies for improving service quality and customer satisfaction
  • Monitoring and analysing service performance metrics to identify areas for improvement
  • Developing and implementing policies and procedures for service delivery and support
  • Ensuring that customer complaints and issues are resolved in a timely and effective manner
  • Managing vendor relationships and negotiating contracts with service providers
  • Providing regular reports on service performance to senior management
  • Maintaining accurate records of service requests, incidents, and resolutions
  • Ensure continual proactive Problem Management to reduce repeat incidents
  • Facilitate war rooms to resolve major incidents
  • Drive functional teams for resolutions for identified problems
  • Assist and maintain knowledge articles

Incident Management

  • Ensure reported incidents are resolved within the agreed Service Level Agreement (SLA)
  • Drive service levels within teams to meet agreed SLA’s
  • Manage issues and escalations to resolution.
  • Escalate unresolved issues
  • Escalation of major or high-impact incidents
  • Manage user escalations


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Stakeholder Management

  • Building strong relationships with all relevant business units
  • Understanding business requirements
  • Providing IT Management with regular reporting
  • Managing user expectations and escalations
  • Review customer service offering with Business stakeholders
  • Represent the Service management within the IT Organization

Vendor Management

  • Driving vendors to achieve set Service Level Agreements
  • Guiding and enforcing vendors' compliance with company procedures and standards
  • Providing input to vendor requirements and contracts at “Request for Proposal” time
  • Escalate unresolved issues
  • Manage vendor relationships and performance, i.e. cabling, UPS
  • Schedule a regular meeting with the vendor to review performance
  • Manage external vendors to plan new store equipment and manage schedules
  • Manage third-party vendors to ensure standards are maintained and issues resolved
  • Manage and ensure optimal service from vendors in line with SLA’s

Financial Management

  • Assist the Delivery Unit Manager in developing an annual budget and operating plans to support the team and department.
  • Consolidate Budget requirements and present to Senior IT Manager
  • Assist the Senior IT Manager in managing costs and budgets for operational spend
  • Monitor vehicle and travel expenses
  • Monitor data usage costs

Collaboration

  • Interface with other technical and application teams to ensure adherence to standards
  • Build strong relationships with IT Warehouse, Implementations, Staging, Rollouts, Application teams, and their leaders across the enterprise, and develop a detailed understanding of their issues, challenges, and opportunities.
  • Collaborate with the IT Infrastructure and security groups to help ensure alignment with IT standards and initiatives.


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Qualifications

Requirements

  • Matric
  • Degree or Diploma Technology
  • ITIL Certification

Experience

  • 3 years’ experience in a mature Retail Service Management Centre

Knowledge and Skills

  • Manage Business stakeholders and Service Provider relationships
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Before you look at how to apply for the job, take a look at the recommended career resources and guides we have for you. It is always good to prepare yourself for your dream job. Carefully read the articles and proceed to apply.


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