Technical Services Manager

Technical service delivery:

• Provides guidance and support to regional teams on maintenance schedules and service delivery by company standards and guidelines.
• Ensures that allocated ICT teams deliver solutions according to the approved specification/functionality with adherence to time, regulatory, and quality parameters.
• Develops relationships with vendors and clients by researching and delivering quality and professional solutions to identified service areas.
• Maintains and ensures timely updates to relevant systems for the control and management of ICT tickets and assets.
• Complies to company policies, processes and procedures and contributes to continuous improvement on the way of work and standard operating procedures.
• Working with the respective business areas and technical ICT teams to ensure that solutions are built that are relevant to the company’s current and/or future needs.
• Achieve target service level agreements for existing and new ICT services being supported for the business.
• Continuously evaluates service excellence by utilizing reporting and analysis capabilities to identify areas of improving customer satisfaction ratings.
• Takes full responsibility for the support and maintenance of all regional computer hardware, software, electronic Tote devices, and Televisions, and associated equipment.
• Acts as the primary point of contact for IT fleet vehicles allocated to the regional teams which include allocation, scheduling, and maintenance.

 Human resource management:

• Manage and supervise teams that are responsible for maintenance and servicing of ICT and Tote equipment according to schedules and company standards.
• Scheduling and coordinating the allocation of technical resources to ensure timely and professional delivery of services.
• Challenge others to develop in their respective area of expertise while serving as a role model.
• Acknowledges and appreciates each team member''''''''s contributions by providing feedback and recognition.
• Effectively utilizes each team member to his/her fullest potential about ICT services delivered.
• Manages team conflict and effectively promotes communication and collaboration within the team structures.

Live up to Phumelela’s values

• Create a sense of urgency.
• Show integrity in dealings with others.
• Show commitment to excellence.
• Promote and implement innovation.
• Strive for excellence in customer service.
• Actively recognize the importance of people

Knowledge and Skills

Formal Education

• Grade 12
• Degree or Diploma in relevant field: ICT

Technical/
Legal Certification

• A+, N+, MCSE, CCNA
• ITIL foundation

Experience  

• Five+ years of experience leading and managing IT support teams.
• Five+ years of professional experience within a medium-sized organization supporting the operation and maintenance of computer hardware and software systems, applications, and support and delivery of end-user services.
• Three+ years’ experience in managing project schedules, project teams, and deliverables.
• Three+ years’ experience working in an ICT environment with ITIL practices and principles.
• Microsoft SharePoint experience an added advantage.

Competency

Description

Attention to Detail / Detail Focused

The ability to attend to detail whilst executing outputs to ensure the quality-of-service delivery

Accuracy

The ability to execute outputs with exactness and precision thereby eliminating errors

Strong Business Acumen

The ability to carry out organizational strategy with a clear understanding of the industry trends, economic sectors, and market dynamics

Problem Solving

Strong Analytical and problem-solving skills

Motivated

The ability to feel enthusiastic, interested, and committed to do something or have an effect on other people

Leadership Skills

The ability to coach, mentor, and develop others

• Able to work in a fast-paced environment.
• Familiarity with ICT equipment and asset types.
• Ability to quickly and creatively adapt in a constantly changing environment.

NB: The Company fully subscribes to the principles of the Employment Equity Act.
APPLICATIONS:

Employees who are interested in this position and who meet the requirements may forward their CVs to LizN@------

If you have not been contacted within a three-week period after the closing date, please consider your application unsuccessful.

Closing Date: 30 September 2021