First Line Manager


Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era.
Join us and be part of a diverse and global team of thinkers and doers, and make an impact.
The successful candidate will be required to:
Have an understanding of and deliver Service Level Performance targets in accordance with the Outsourcing Agreement Contract for the Account; Understand contract requirements in relation to Service desk services provided
Be able to interact with commercial customers during business reviews and customer partnership activities and Interface with Service Delivery Operations and Account Staff to provide required information, Promote and grow customer confidence in the service and IBM’s ability
Implements strategies designed to increase productivity and attain business objectives and customer satisfaction, Support all centre wide end-to-end process improvement initiatives and propose new improvement initiatives

Fluency in Dutch and English spoken and written language is mandatory
Excellent team player and the ability to adapt to changing requirements
At least 3 years management experience in an IT support environment
Experience with off-shore (international) Help Desk operational management
Ability to motivate, develop and recognize team members and to adapt managerial styles as required
Excellent time management
Ability to deal with customers (regardless of level of seniority) in an efficient and courteous manner in order to efficiently deal with escalations
Understanding of incident/problem and change management techniques and an In-depth understanding of Quality methodologies and processes
Proficient knowledge of functional principles and concepts in the Service Desk environment.
Requires detailed knowledge of the site mission, deliverables and organisation structure.
Previous Leadership / Management experience

Group ID: GTS
Brands: IBM
Country: South Africa
Job Family: Not Applicable

Type: Full-Time

Experience: Mid-Senior Level

Category: Other

Reference ID: 82745BR

Date Posted: 2017/03/14