Ops Specialist: Service Management

Structural Information

Job number:                     10006579

Job title:                             Ops Specialist: Service Management

Job grade:                          S6

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Management

REM Functional Area:    Technical

Core Description

To manage and be accountable for all processes required to provide world class Service Management support our Clients as part of a virtual team, along with the associated Sales Managers and Solutions Architects. The Service Manager acts as an advocate of the Client into the Openserve always. The Service Manager provides support to both internal and external customers, verifying existing network designs and assisting in designing and implementing solutions to meet the customer's needs or to improve the integrity of the customer's network. The Service Manager is responsible and accountable for addressing and resolving all Client related issues.

Job Responsibilities

Output 1: Financial Performance (15%)
Sub Outputs
Openserve EBITDA -5%
- Accountability at Group level. Assist in retaining and growing Client base and revenue
Openserve Gross Operating Revenue - 10%
- Accountability at Group level. Assist in retaining and growing Client base and revenue
Output 2: Execution (70%)
Sub Outputs
Fulfilment - 35%
- Conversion of 80% of order book from non-workable to workable Job States
- Completions of scheduled/ committed AOI and CICD dates
Client Meetings -10%
- Meetings to be held on weekly or monthly basis, or as agreed with Client
- Ensure the capturing of meeting in the form of minutes. File for reference purposes
Reporting - 5%
- Standard weekly/ monthly operational and performance reports as per agreement with Executive
Client escalations -20%

- Attend to Client escalations within 2 days and respond to Client accordingly. Keep Client updated until resolution
Output 3: Client Experience (15%)
Sub Outputs
Interaction NPS - 10% - interaction NPS
- Meet and improve on previous measurement - Group target
Client NPS -5%
- Meet and improve on previous measurement - Group target
OUTPUT 1
Managed Maintenance of Customer Network
SUB-OUTPUTS
Ensure faults have been reported
Obtain relevant information of reported faults
Follow-up on progress made with service repairs
Escalate faults when necessary
Inform customer and/ or CAM of progress made with service repair
Determine whether fault has been repaired
RANGE
Voice networks
Networks
Non Voice

Combination of voice and non-voice networks
OUTPUT 2
Managed Project Implementation
SUB-OUTPUTS
Determine scope of project
Compile project plan
Identify risks and compile contingency plan
Negotiate resources
Track and facilitate procurement process
Initiate and manage implementation of project
Track progress and initiate contingency plans when necessary
Provide progress report
Approve, implement and manage scope changes
Facilitate and/ or track testing and accepting of infrastructure
Facilitate and/ or track service activation
Provide and/ or facilitate customer training
Confirm billing has been initiated
Finalize and archive project file
RANGE
Voice networks
Non voice networksIntegrated voice and non voice
OUTPUT 3
Audited Customers Network
SUB-OUTPUTS
Obtain account information
Perform record comparisons
Perform physical verification of discrepancies
Identify record discrepancies
Identify role-players
Update record systems
RANGE
Types of audits
Combination of the voice and non-voice network audits
Network Audits
Voice Network Audits (Up To PABX)
PABX Services/ Router Switches
Switching Eqt.
Data Line/Links
All Non Voice

Core Competencies

FUNCTIONAL KNOWLEDGE
Telkom Databases; Client Equipment; Telkom - Openserve Infrastructure; Client Care; Meeting procedures; Associated Computer Software and applications required to perform duties; Meeting procedures; Project Management principles; Telkom - Openserve Procedures; Industry technology trends; Regulatory environment; Telkom - Openserve Policies; Telkom - Openserve Products and Services
FUNCTIONAL SKILLS
Presentation techniques and skills; Managing stress techniques; Planning; Research techniques; Negotiation; Problem solving techniques - abilities; Project Management; Computer literacy; Communication

ATTITUDES/ LEADERSHIP COMPETENCIES
Resiliency; Diplomacy; Persuasiveness; Confidence; Responsibility and Accountability; Pro activeness; Client focus; Honesty; Quality awareness

Education

Experience

Certifications

Special Requirements

Physical Requirements

Key Stakeholders

Additional Information

Outputs (continued)

OUTPUT 4
Informed Corporate Account Managers

SUB-OUTPUTS
Provide feedback to CAM (Corporate Account Managers) with respect to
service delivery/ repair progress
Provide statistics and monthly report to CAM/ Head CAM
Attend meetings with CAM/ Head CAM
Provide technical support to CAM
Provide inputs to CAM with respect to formulation of SLA's
RANGE
Problems In Network
Technical Limitations Of Solutions
Service Levels
Solutions (Technical)
Knowledge Sharing
Team Virtual (CAM, NSM, MSM, Etc)
OUTPUT 5
Informed Customers
SUB-OUTPUTS
Understand customer requirements
Familiarize customer with respect to Telkom's basic terminologies,
policies, procedures, services
Attend meetings with customersProvide feedback to customers, management and role players
service delivery
Assist customers in formulating basic future infrastructure growth
RANGE
Government and utilities
Global Accounts
Major Accounts
Key Accounts
MCO And Telecommunication Related Business
Special Market Services

OUTPUT 6
Facilitated Service Delivery
SUB-OUTPUTS
Understand customer requirements
Provide continuous feedback to customers during process
Investigate internal feasibility of customers basic service requests
Advise customer on initial request
Receive orders, prioritize and forward to commercial section
Monitor progress of order
Initiate corrective actions (if necessary)
Confirm completion of installation

Ensure billing takes place
Communicate SLA (Service level agreements)
RANGE
Voice network technology
Network Technology
Non-Voice MTTI/MTTR Targets
Combination of voice and non-voice network technologies
OUTPUT 7
Provided Technical Support
SUB-OUTPUTS
Receive and investigate request
Analyze gathered information
Design solution
Present proposed solution
Ensure processing of applications
Implement and coordinate agreed solution
Monitor operational effectiveness of solution
RANGE
Top 100 customers
Top 450 customers
Corporate

Business
International Special Markets
Government/ provincial
Internal projects
Voice and non voice
OUTPUT 8
Managed Resources
SUB-OUTPUTS
Obtain resources
Allocate resources
Interpret division/section's operational plan
Identify required and available resources
Implement cost effective operational systems
Manage resources
RANGE
Efficiency Management Policy:
Training Management Plan
Quality Management Plan
Safety Management Plan
Productivity Management Plan