Main Duties and Responsibilities:
Essential duties may include, but are not limited to, the following:
Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.
Being the main point of contact for customers, ensuring all queries are resolved or escalated in the appropriate manner.
Ensure that Service Levels comply with contractual deliverables on a day-to-day basis
Agreeing technical team assignment milestones and performance checkpoints
Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided.
Facilitating a prompt response to requirements in line with customer expectations.
Work closely with Head of Managed Service in attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area.
Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support
Assisting in the continual development of key maintenance clients both current and new generation.
Line management of technical delivery team.
Assistance with the planning and design of new installations
Help to build relationships with both internal stakeholders and partner organisations
Attend meetings as required to discuss service management
Contribute to the overall development of the company’s internal systems and customer base.
Out of hour escalation cover and participation in the Major Incident Management Process
Service delivery experience
Strong technical experience including but not limited to;
VMware, Cisco, EMC, Citrix and Microsoft
Willingness to travel
Line management experience
Articulate and a clear communicator
Be a customer advocate
Have the ability to converse technical terms and definitions to a non-technical personnel
Good at report writing
Attention to detail
Enthusiastic and committed
Interested in Continual Service Improvement
Assertive without being aggressive
Good team player
Good at multitasking
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Kids are the future, go spend time with them.
We take care of you, even when you are old and wrinkly.
Social gatherings and games; hang out with your colleagues.
Time is precious. Make it count. Morning person or night owl, this job is for you.
Easy access and treehugger friendly workplace.