Specialist: Service Integration Management - Western Cape

The Specialist in Service Integration Management is responsible for overseeing the delivery of services to high and medium touch customers, ensuring high quality, efficiency, and customer satisfaction. This role involves collaborating with internal teams, managing service contracts, and implementing processes to optimise service delivery and integration, ensuring services are seamlessly delivered to dedicated clients. The specialist leads project teams, rectifies reliability issues, monitors progress, tracks KPIs, manages budgets, and continually improves the user experience by guaranteeing smooth delivery of top‑notch services that meet and exceed customer demands.

• Transition, operate, and improve services. Ensure that services meet established service level agreements (SLAs) and key performance indicators (KPIs).
• Build and maintain strong relationships with clients to understand their needs, expectations, and preferences. Act as the main point of contact for service‑related inquiries, escalations, and feedback.
• Collaborate with internal teams to design service offerings that align with client requirements and business objectives. Define service levels and delivery processes to ensure clarity and consistency.
• Oversee service contracts and agreements with clients, ensuring compliance with terms and conditions. Negotiate contract terms, scope changes, and service level adjustments as needed. Monitor contract performance and address discrepancies or issues.
• Monitor the performance and effectiveness of service delivery processes, using metrics, reports, and feedback mechanisms. Identify areas for improvement and implement initiatives to enhance service quality and efficiency.
• Take ownership of critical incidents, ensuring effective communication throughout the process. Coordinate resolution of incidents and problems, working closely with technical teams and stakeholders to minimise impact. Implement preventive measures and corrective actions for recurring issues.
• Drive continuous improvement initiatives to enhance service delivery processes, tools, and capabilities. Solicit feedback from clients, analyse performance data, and benchmark against industry best practices to identify optimisation opportunities.
• Collaborate with cross‑functional teams, including sales, operations, IT, and support, to ensure alignment of service delivery activities with organisational goals and objectives. Foster a culture of collaboration, accountability, and customer focus.

• Project Management
• Service Management
• Contract Management
• Communication
• Microsoft Office

• Job Match
• Deciding & Initiating Action
• Persuading and Influencing
• Presenting and Communicating information
• Planning & Organising
• Coping with pressures & setbacks

NQF 6: 3‑year Degree/ Diploma/ National Diploma in IT/ Engineering or Commerce

OR NQF 4:
Grade 12

• 5 Years experience in a similar role within Service Integration Management
• Or 7 Years experience in a similar role within Service Integration Management

ITIL 3 or 4 will be advantageous