Role Purpose/Business Unit:

• To actively facilitate & lead business operation functions for operational business services for both our fixed & CBU customer base, adhering to ITIL best practices.
• The role will also assist with governance.

Your responsibilities will include:

Service Management: General

• Deliver high quality business services through stakeholder management which would include the creation of reports and feedback to executive & line management stakeholders. Process improvement facilitation & incident management – monitor, track & closure
• Service Management: Customer Experience, Service Quality and Performance
• Deliver a high-quality customer experience through operational processes, maintaining business services in line with the various governance policies and procedures incl. incident management resolution, trend analysis and reporting)
• Service Management: Risk and Control
• Deliver a high-quality customer experience by identifying, documenting and facilitating risks, be it cybersecurity, privacy, billing-related, incident-related. This should be done with a view of simplifying and automating where required.
• The role would require rotational standby

The ideal candidate for this role will have:

• Matric is essential
• Relevant certifications/diploma/3 yr degree is advantageous.
• 3 – 5 years’ experience in an IT Operations environment is essential.
• Experience with automation and reporting is highly desirable
• CRM, CBU, Fixed, FTTx, Billing Assurance & GSM related experience is highly desirable
• ITIL Service Management Foundation is essential

Job knowledge:

• Group facilitation sessions
• CRM & Provisioning
• ITIL Service Management Framework
• Service Operations
• Service Transition
• Data Modelling

Skills:

• Problem solving skills are essential
• Decision making skills are essential
• Analytical skills are essential
• Computer Applications (MS Office, Excel) is essential
• Interpersonal skills are essential
• Presentation skills are essential
• Facilitation skills are essential
• Understanding of ITIL

Closing date for Applications: 2 July 2025.