Our client is a leading and innovative company at the forefront of transformation, data science, and change management solutions. With a clear vision to empower businesses, they have garnered a stellar reputation for making organizations more efficient, effective, and customer-centric, while driving substantial revenue growth. Their commitment to excellence has made them a trusted partner for a diverse array of businesses seeking to thrive in today's fast-paced and ever-changing market landscape.Job Type: Full TimeWorkplace: OnsiteLocation: Cape TownRequirements:Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMPMinimum 8 – 12 years in managing IT service delivery of BPO large client relationship (800+Seats)Willingness to work in a 24 x 7 environment and must able to work 2PM-11PM Shift Onsite.Good understanding of Networking, Systems, Voice and business applicationsAn industry recognized certification like ITIL / ITSM is an advantageUnderstanding of Project management methodologyITIL Framework / Knowledge (Incident Management, Problem Management, Change Management, Service Management)Ability to interface and communicate at all levels within Client organizationsUnderstanding of Enterprise Business Processes, IT Process, Service Delivery is vitalWorking knowledge of MS office, MS Project and VisioGood presentation and interpersonal skills.Excellent problem solving skills in a cross functional environmentClient stakeholder managementStrong verbal and written communication skillsStrong customer service orientation ability to connect with global customers and work with Global teamsGood listening and consultative skillsResponsibilitiesBasic Function:This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams.Essential FunctionsClient Portfolio Management – End of End owner of key accounts from IT Service delivery perspectiveIT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives.Drive productivity improvements as per plan and control cost of operation.Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. - Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.#J-18808-Ljbffr