Service Operational Manager
Internet Solutions
Total years of experience :24 years, 1 Months
RESPONSIBILITIES
Customer Satisfaction
As a service manager you are a single point of contact for all service related issues. It is the interaction between the client and service manager that ensures that the customer is delighted at all times. By virtue of the fact that we sell an IT service it is deemed that things will break and will have to be fixed. It is this interaction that largely determines the client’s satisfaction
Customer Retention
*If you continue to ensure that the services that the client purchases are working according to their needs and expectations it is expected that they will retain these services with us. It is important to ensure that the product is relevant and working *Incident Management (Break Fix) and fault resolution *When service related incidents occur it is the service mangers responsibility to fix the issues in a satisfactory way. The function needs to be delegated to the relevant parties to ensure prompt resolution
Optimisation and Performance Management
*The customer’s services need to be analyzed. Once the service manager has an understanding of the optimal configuration it is their responsibility to offer suggestions on how best to optimise.
Customer Relationship
*The individual will need to create a trusted business relationship with the customer. Professionalism is key *Reporting *Provide the relevant monthly and RCA reports *Risk Management *Provide appropriate risk analysis and suggestions on how best to avert network outages and improve business continuity
Achievement of SLAs
*The management and performance of the services ensuring that we meet and exceed service levels agreed to with the clients *Consultative Role *It is intended that the Service Manager becomes a trusted advisor for all IS network related services.
Employee Specification
DISPOSITION
• Self-starter
• Resourceful
• Possess strong management skills
• Technical aptitude
• Strong interpersonal skills
• Take charge(Ownership)
• Technical interface to customers and Engineers.
• Ensure Service Level Agreement is met.
• Responsible for solving Escalation calls.
• Responsible for 24x7 engineers.
• Responsible for Non SLA and out of warranty repairs.
• Managing Schedulers.
• Managing first line Qualification.
• Weekly/ monthly SLA meetings with clients.
• Document all meetings chaired.
• Managing the monthly billing to clients.
• Manage a team of 9 engineers and 4 service desk agent
• Currently reaching 98% on SLA’s
• Ensure breach reports are produced and submitted timely for all call which have failed SLA
• Analyse call data to determine problems areas, identify service improvement plans.
• Ensured Service Level Agreement is met.
• Responsible for solving Escalation calls, 24x7 engineers.
• Responsible for 15 call center agents.
• Daily reports.
• Customer escalations.
• Logistics country wide (14 people).
• Collections and deliveries.
• SLA/ Contract Stock Levels.
• Parts outstanding to Suppliers (example HP).
• Dispatching and receiving parts to Engineers.
• All logistics financial implications.
• Stock Procurement.
• Technical interface to customers and Engineers.
• Responsible for call qualifications.
• Dispatching of calls to Engineers.
• Ensured Service Level Agreement is met.
• Responsible for solving Escalation calls, 24x7 engineers.
• Responsible for 15 call center agents.
• Daily reports.
• Customer escalations.
Troubleshoot and fixed HP, Compaq and IBM Servers, Desktops and Notebooks hardware and software issues.
Responsible for meeting our service level agreements that we have with our clients.
Responsible for sorting out any HP, Compaq or IBM Technical issues that our clients might experience.
Helped clients with new rollouts and installations
Troubleshoot and fixed HP, Compaq and IBM Servers, Desktops and Notebooks hardware and software issues.
Responsible for meeting our service level agreements that we have with our clients.
Responsible for sorting out any HP, Compaq or IBM Technical issues that our clients might experience.
Helped clients with new rollouts.
Helped clients with new installations
ITIL Foundation V3 ITIL Foundation V2
Service Desk Management
• 70-210 Installing, Configuring, and Administering Microsoft Windows 2000 Professional • 70-215 Installing, Configuring, and Administering Microsoft Windows 2000 Server • 70-217 Implementing and Administering a Microsoft Windows 2000 Directory Services Infrastructure • 70-216 Implementing and Administering a Microsoft® Windows® 2000 Network Infrastructure • 70-224 Installing, Configuring, and Administering Microsoft Exchange 2000 Server • 70-225 Designing and Deploying a Messaging Infrastructure with Microsoft Exchange 2000 Server
• Compaq ACT (Hardware of servers) • Compaq ASE (Hardware of servers)
• IBM PSS (Hardware of servers) • IBM PSE (Hardware of servers)
• 70-073 Implementing and Supporting Microsoft Windows NT Workstation 4.0 • 70-067 Implementing and Supporting Microsoft Windows NT Server 4.0 • 70-068 Implementing and Supporting Microsoft Windows NT Server 4.0 in the Enterprise • 70-058 Networking Essentials • 70-059 Internetworking with Microsoft TCP/IP on Windows NT 4.0 • 70-087 Implementing and Supporting Microsoft Internet Information Server 4.0
MS Dos Windows 3.11 MS Word 6.0 MS Excel 5.0 MS PowerPoint 4.0
PC Hardware (A+ Curriculum)