• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and    establishing service improvement activities when required
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and   standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goal
• Measure and monitor service delivery compliance of team
• Share knowledge, and participate in the creation of new standards, control systems and procedures to maintain service delivery
• Effective reporting and management of ITIL implemented procedures (Incident management, SLA
• Produce support plan for new initiatives and participate in UAT phase of projects
• Oversee the timely development and implementation of the required Support Manual
• Oversee timely UAT participation
• Management the upskilling of team by ensuring a skills gap analysis and implementing measures/development initiatives for continuous growth of    team
• Daily management of the Service desk operations
• Report CRM statistics to OPSCO team and identify areas of improvement
• Root Cause Analysis Management within 12 hours for P1 outages
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Team management: including recruitment, mentoring, training, performance management and review
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to    ensure effective dialogue between departments

• Higher Diploma in Information Management / Technology (NQF level 6) OR
•  High Diploma in Marketing / Sales / Call Centre Management (NQF level 6)
•  ITIL 4 Certified
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• Good Communication Skills (Written, Verbal & Presentation skills)
• Good collaboration and networking skills  
• A team player Willingness to learn, adapt to change quickly and work proactively

 • Interpreting technical information and communicating learnings to stakeholders
 • Using your solid experience in the Financial Services industry to execute on your role