Service Support Manager at Shoprite

Purpose of the Job

Responsible to lead the Technology Service Management Centre (SMC) team for all brands across all geographies

Collaborate across Technology disciplines to continuously refine customer service processes

Manage Business stakeholders and Service Provider relationships

Job Objectives

Resource management

Supporting the Senior Manager in leading the team

Recruit, Mentor and manage a high performing team

Create an inspiring team environment with an open communication culture

Foster a healthy and collaborative environment

Set clear team goals

Develop and implement long-term goals and objectives to achieve the successful outcome of the team.

Monitor team performance and report on metrics

Facilitate training needs by identifying gaps in skills and expertise, provide coaching, and plan development/growth paths.

Listen to team members’ feedback and resolve any issues or conflicts

Recognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the team

Recognize high performance and reward accomplishments

Encourage and support independent thinking

Maintain high team morale

Ensures that team activities operate within the policies and procedures of the organization

Escalation path for Service Management

Contribute to Service Support Strategic, Tactical, and operational objectives

Service Centre Management

Ensuring that all service requests are fulfilled within the agreed SLAs

Managing a team of support staff and coordinating their activities

Planning and implementing strategies for improving service quality and customer satisfaction

Monitoring and analysing service performance metrics to identify areas for improvement

Developing and implementing policies and procedures for service delivery and support

Ensuring that customer complaints and issues are resolved in a timely and effective manner

Managing vendor relationships and negotiating contracts with service providers

Providing regular reports on service performance to senior management

Maintaining accurate records of service requests, incidents, and resolutions

Ensure continual proactive Problem Management to reduce repeat incidents

Facilitate war rooms to resolve major incidents

Drive functional teams for resolutions for identified problems

Assist and maintain knowledge articles

 

Incident Management

Ensure reported incidents are resolved within the agreed Service Level Agreement (SLA)

Drive service levels within teams to meet agreed SLA’s

Manage issues and escalations to resolution.

Escalate unresolved issues

Escalation of major or high impact incidents

Manage user escalations

 

Stakeholder Management

Building strong relationships with all relevant business units

Understanding business requirements

Providing IT Management with regular reporting

Managing user expectations and escalations

Review customer service offering with Business stakeholders

Represent the Service management within the IT Organization

 

Vendor Management

Driving vendor to achieve set Service Level Agreements

Guiding and enforcing vendors compliance with company procedures and standards

Providing input to vendor requirements and contracts at “Request for Proposal” time

Escalate unresolved issues

Manage vendor relationships and performance, i.e. cabling, UPS

Schedule a regular meeting with the vendor to review performance

Manage external vendors to plan new stores equipment and manage schedules

Manage third-party vendors to ensure standards are maintained and issues resolved

Manage and ensure optimal service from vendors in line with SLA’s

 

Financial Management

Provide assistance to the Delivery Unit Manager in developing an annual budget and operating plans to support the team and department.

Consolidate Budget requirements and present to Senior IT Manager

Assist the Senior IT Manager in managing costs and budgets for operational spend

Monitor vehicle and travel expenses

Monitor data usage costs

 

Collaboration

Interface with other technical and application teams to ensure adherence to standards

Build strong relationships with IT Warehouse, Implementations, Staging, Rollouts, Application teams, and their leaders across the enterprise, and develop a detailed understanding of their issues, challenges, and opportunities.

Collaborate with the IT Infrastructure and security groups to help ensure alignment with IT standards and initiatives.

 

Qualifications

Requirements

Matric

Degree or Diploma Technology

ITIL Certification

 

Experience

3 years’ experience in a mature Retail Service Management Centre

Knowledge and Skills

Manage Business stakeholders and Service Provider relationships

Applicant Feedback Policy

Location: Brackenfell, Western Cape

Closing Date:2023/12/26

 

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website