Job Description
About the Role
We are seeking an experienced Service Manager to lead our SAP Powertrain Applications team in East London. As a remote role, you will be responsible for managing the relationship with our IT Service Provider, overseeing service desk operations, and leading the monitoring team to ensure proactive monitoring of application performance and availability.
Key Responsibilities
- Manage the relationship with the IT Service Provider, ensuring compliance with contractual obligations.
- Monitor and evaluate service provider performance against defined KPIs and SLAs.
- Act as the primary point of contact for escalations and issues related to service delivery.
- Conduct regular performance reviews and maintain documentation of service performance.
- Oversee the service desk operations to ensure timely and effective resolution of incidents and requests.
- Implement and maintain best practices in service desk processes, including incident management, problem management, and request fulfillment.
- Collaborate with the IT Service Provider to enhance service desk capabilities and user experience.
- Analyze service desk metrics to identify trends and areas for improvement.
- Lead the monitoring team to ensure proactive monitoring of application performance and availability.
- Develop and implement monitoring strategies to detect issues before they impact users.
- Coordinate with development and operations teams to address performance issues and optimize application functionality.
- Ensure that all incidents are logged, tracked, and resolved in a timely manner.
Requirements
- Bachelor’s degree in information technology, Business Management, or a related field.
- 5+ years of experience in IT service management, preferably in a service manager or similar role.
- Proven experience managing IT service providers and vendor relationships.
- Knowledge of DevOps practices and tools within an SAP context.
- Strong background in service desk operations and incident management.
- ITIL Foundation certification or equivalent is preferred.
Qualifications
No formal education or certifications are required for this position.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Automotive Service Jobs in Eastern Cape
The automotive service industry is a vital sector in Eastern Cape, South Africa, with numerous opportunities available for skilled professionals. Generally, the job market trends indicate a steady demand for skilled technicians and mechanics to cater to the growing number of vehicles on the road. Typically, this demand is highest in urban areas where there are more residents who own cars.
In terms of salary expectations, it’s common for automotive service roles to fall within broad ranges, typically ranging from R30 000 to R80 000 per annum, depending on factors such as experience, company size, and industry sector. However, these figures are subject to variation, and actual salaries may differ based on individual circumstances. For instance, experienced technicians with specialized skills or those working for larger companies may earn higher salaries.
Common skills required for automotive service roles include mechanical aptitude, problem-solving skills, attention to detail, communication skills, teamwork ability, adaptability, and technical knowledge of various vehicle systems. Typically, candidates with a National Diploma in Mechanical Engineering or Automotive Repair are well-suited for these roles.
The automotive service industry is often associated with the following sectors: manufacturing, logistics, financial services, and technology. These industries frequently require skilled technicians to maintain and repair their fleets of vehicles.
For career development, automotive service professionals can typically progress to senior technician or supervisor roles within a few years of experience. With further training or education, they may also pursue careers in management, sales, or technical training. Often, companies invest in employee development programs, providing opportunities for on-the-job training, workshops, and mentorship schemes.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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