3 weeks ago Be among the first 25 applicants Direct message the job poster from The Shoprite Group of CompaniesResponsible 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.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.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 analyzing 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.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.Stakeholder ManagementBuilding 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.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.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.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.Seniority levelSeniority level Mid-Senior level Employment typeEmployment type Full-time Job functionJob function Information Technology Industries Retail Referrals increase your chances of interviewing at The Shoprite Group of Companies by 2xGet notified about new Service Support Manager jobs in Brackenfell, Western Cape, South Africa. Cape Town, Western Cape, South Africa 5 days ago Cape Town, Western Cape, South Africa 3 weeks ago Customer Service and Loyalty Manager - HEAD OFFICE (CAPE TOWN CBD) Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 2 weeks ago City of Cape Town, Western Cape, South Africa 4 days ago Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 4 weeks ago Cape Town, Western Cape, South Africa 2 weeks ago Relationship Executive Islamic Banking Pipeline Bellville, Western Cape, South Africa 2 months ago Senior Medical Writer (Home Based - South Africa) Cape Town, Western Cape, South Africa 11 months ago Cape Town, Western Cape, South Africa 3 months ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 2 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr