Core Description

To create and implement IT change management strategies and plans to support service level agreements with customers. To develop, establish, and maintain the IT Change Management process according to the ITIL framework ensuring adherence to standardised methods and procedures for prompt handling of all Requests for Changes (RFC’s), thereby minimising the impact of any related incidents upon services rendered to contracted client organisations.

Key Deliverables / Primary Functions

Establish and maintain good communications with dedicated customers
Attend customer meetings and draft minutes relevant to the meetings and escalate any problem areas to management ensuring compliance with our Service Level Agreements.
Ensure that services offered are within contractual obligation and managing the exceptions thereof
Provide support to staff members on relevant customer equipment and procedures.
Ensure that quotes are accurately prepared and presented to the Customer
Ensure that the billing documentation is screened and submitted timeously to relevant Customers. Dealing with billing queries.
Ensure optimum and cost-effective services are provided in line with customer expectation while maintaining a high level of customer satisfaction
Facilitate a good working relationship with the Customer, ensuring that all their requirements are met, without placing the Company in jeopardy

Core Functional Skills & Knowledge

ICT Knowledge
Time management
Relationship Building
Contract Management
Business Negotiation
Core Behavioural Competencies
Coping with pressures & setbacks
Delivering Results & Meeting customer expectations
Planning & Organising
Relating and Networking
Writing and Reporting

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Relevant IT certification

Experience

3 years’ experience in Capacity Planning within the IT industry

Or

5 years’ experience in Capacity Planning within the IT industry

Certifications

Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Drivers Licence and Reliable Vehicle – both required
Ability to work extended /long hours as and when required

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