At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.<\/p>\n
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Job Title: Service Manager: Sim Packs<\/strong> Job Sumary:<\/strong> REQUIREMENTS:<\/strong><\/p>\n Managed Services: SLA Management:<\/strong> Customer Services<\/strong>: Operations Management:<\/strong> Work collaboratively:<\/strong> Leadership:<\/strong> Self-Management:<\/strong> BEHAVIOURS:<\/strong> LEADERSHIP:<\/strong> ESSENTIAL:<\/strong>
\nLocation:<\/strong> Sandton, Gauteng, South Africa
\nReference #:<\/strong> 040
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nResponsible for managing service level agreements with customers and external service providers. Required to perform operations, configuration and maintenance on production systems. The incumbent will be responsible for problem tracking, management and reporting as well as internal server maintenance.<\/p>\n
\nETL of MNO Purchase Files, OGR, Activations, Disconnections and Porting.
\nPerform Starter Pack month end imports, validations, reconciliations, and reporting.
\nConfigure, customize and support new and existing application tenants.
\nRICA user configuration, support and troubleshooting.
\nAutomation of file collection and deliver.
\nIdentify, register and promote production defects as well as system and operational enhancements.
\nDefining and managing service level agreements with customers.
\nManaging external service providers.
\nAssigning tasks to technicians throughout each work day that are based on SLAs, technician availability, and the technician\u2019s skills.
\nReviewing both tactical and longer-term metrics for the team and handling performance that is outside of the defined thresholds.
\nSupervises technical staff that are responsible for data networks and computer and network operations.
\nAssigns and coordinates work assignments and resolution of critical technical and procedural problems.
\nEnsures acceptable levels of performance in networked systems. This task involves a high degree of technical knowledge and effective management procedures within the Technical Services Team.
\nConducts capacity planning.
\nDevelops procedures to measure the capacity for network devices and hosted applications relative to current and future activities.
\nBased on these measures, coordinates the acquisition of additional resources.
\nEnsures that software and hardware is at current revision levels.
\nWorks with vendors to request and schedule upgrades and with technical staff to support the upgrades.
\nManages institutional budgeting and purchasing activities for technology procurement.
\nEnsures high availability of host computers and network resources.
\nThis task includes developing procedures to maintain security and access and protect against viruses, hackers, vandals, acts of God, and accidental user mistakes.
\nDevelops plans, procedures, and activities to support business recovery when problems occur including backup and restoration procedures, vendor agreements, spare parts, data retention, and restoration planning.
\nStays current with technological developments related to computer hardware, software, and networks, as well as management practices
\nEnsure production platforms are reviewed periodically and maintenance and housekeeping is performed.
\nConduct TSQL and mySQL scripting and DB maintenance.
\nIdentify enhancements to improve supportability, operability and performance of systems .
\nMaintain the internal servers and perform day-to-day IT admin tasks.
\nProvide after-hours support according to a standby schedule.<\/p>\n
\nEnsure SLAs are met for external and internal clients in terms of mean time to respond and mean time to resolve issues.
\nEnsure issues allocated to team members are resolved timeously.
\nEnsure quality of work of team members, this includes the details of resolutions and re-usability of fixes.
\nEffective resolution of escalated issues to Service Management thorough root cause analysis and effective resolution and \/ or providing concise reporting.
\nInternal change requests are submitted and followed up on for repeated requests or issues.
\nEnsure adherence with SLA\u2019s for allocated work.
\nEnsure effective communication of planned and unplanned outages to customers within SLA.
\nEnsure alerts or escalations to Service Management are resolved timeously and communicated to requestors within SLA.<\/p>\n
\nMaintain regular and timely communications with customers.
\nMaintain strong working relationship with customers and team.
\nWork with customers to develop, agree upon, and implement consistent service procedures throughout the enterprise.
\nDevelop guidelines and methodologies to ensure that the nature of each service call is well understood by both parties, from inception to resolution.
\nSupervise technical staff and day-to-day management of project work load.
\nEstablish a single point of contact for issue resolution and change management.
\nDrive customer centricity.<\/p>\n
\nEnsure maximum uptime.
\nEnsure accurate and early response.
\nEnsure approved configuration is in place.
\nProvide operational support.
\nEnsure service request is proceeding properly.
\nIdentify calls that require follow-up and document response.
\nProvide system commissioning and implementation support.
\nOperations monitor and report.
\nConduct design, tuning and report.
\nPerforma backups for recovery.<\/p>\n
\nBuild a culture of respect and understanding across the organisation.
\nRecognise outcomes which resulted from effective collaboration between teams.
\nBuild co-operation and overcome barriers to information sharing, communication and collaboration across the organisation .
\nFacilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.<\/p>\n
\nThrough effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders.
\nRole model behavior and motivate team members in line with the core values.
\nTake full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
\nProvide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.
\nDevelop, promote and direct the implementation of equal opportunities policies in all aspects of the company\u2019s work.
\nCommunicate and maintain trust relationships with shareholders, business partners and authorities.
\nLeads change to creates a self-refreshing and learning organisation.
\nContinuous improvement of business processes.
\nAgile change agent for the organisation.<\/p>\n
\nFollow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
\nDemonstrate consistent application of internal procedures.
\nPlan and prioritise, demonstrating abilities to manage competing demands.
\nDemonstrate abilities to anticipate and manage change.
\nDemonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.<\/p>\n
\nEnergy.
\nPassion.
\nRespect for others.
\nHonest and Fair.
\nCreativity.
\nEntrepreneurial Orientation.
\nPositive Attitude.
\nCourage.
\nTenacity.
\nAchieves Results.<\/p>\n
\nHave fun and find purpose.
\nDemonstrate honesty and integrity.
\nStrive for Customer Centricity.
\nInnovate boldly.
\nBe both agile and entrepreneurial.
\nBuild relationships and trust.
\nDevelop our people for long-term success.
\nBe an agent of change.
\nCollaborative.<\/p>\n
\nEvaluating problems.
\nInvestigate Issues.
\nCreating innovation.
\nBuilding Relationships.
\nCommunicating Information.
\nProviding Leadership.
\nShowing Resilience.
\nAdjusting to change.
\nGiving Support.
\nProcessing Details.
\nStructuring Tasks.
\nDriving success.<\/p>\n