Business unit, Department, Reporting Business Unit DPS Solutions Department Health and retail Job grade S6

 

Core Description

Responsible for managing and controlling the resources required to deliver the contracted services to clients, by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes.

Key Deliverables / Primary Functions

Business Analysis and Business Growth

Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment. Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments Perform deep-dive analytics Develop and implement statistical models Support service Delivery with deep-dive customer analytics Translate business requirements into analytics & insight generating             Models Effective management of Client device health and compliance matrix’s 

Service Level Monitoring

Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA. Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request). Responsible for identifying the need for corrective actions. Highlight trends in Incidents and requests logged Trending analysis on SLA achievements Analysis on technician efficiency Compliance reporting and trending for all DWM clients Core Functional Skills & Capabilities Power BIMicrosoft OfficeIT TerminologyCore Behavioural Competencies Job MatchAnalysingCoping with pressures & setbacksDeciding & Initiating ActionPresenting and Communicating informationWorking with peopleMinimum Qualifications NQF 6: 3 year Degree/ Diploma/ National DiplomaOR NQF 4: Grade 12Additional Education -Preferred /Advantage Experience

3 years’ experience

OR

5 years’ experience if Grade 12

Certifications ITIL 3 or 4 will be advantageousProfessional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 0 Level of Engagement Engagement will all levels within the organisation, internal and external to the business.

 

Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both requiredRequired to travel locallyWorkplace / Physical Requirements Hybrid Remote WorkerNon-Billable