267 Call Center Operations jobs in South Africa

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Job Description

Summary of the position

The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support.

The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients.

The Service Delivery Manager is both Apex’s operational champion in the client environment and the client’s operational champion within the Apex environment.

This role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the client’s expectations.

The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.

Outline of main duties and responsibilities

The Service Delivery Manager will be expected to:

• Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.
• Provide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.

• Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.

• Analysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
• Monitoring to ensure the accurate delivery of investor correspondence, tax certificates.
• Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation
• The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines;
• Configure, troubleshoot and maintain application systems;
• Support and manage the project and the on-boarding and migration of new clients
• Take full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apex’s Operational teams;
• Implementing efficiencies through increased automation and synergies across the various products;
• Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;
• Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions;
• Manage and produce the monthly TA KPI client report packs and client billing;
• Maintain, with guidance from the Operational teams, the client SLA;
• Participate in cross-training and knowledge sharing within the department;
• Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and experience required

• A minimum of 4 years work experience in this sector,
• A relevant tertiary qualification would be advantageous;
• Knowledge of the applicable LISP and CIS legislative environment
• Excellent communication and client services skills (both written and verbal);
• Ability to work under pressure and meet deadlines;
• Strong business acumen with excellent numeracy and a logical and analytical approach;
• Strong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
• The ability to design new processes and conceptualise and assist in the development of systems to support those processes;
• Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous
• Experience or qualification as a business or systems analyst role advantageous

Disclaimer : Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct souring model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Teraco Data Environments

2025/07/24 Gauteng

Job Reference Number: SDMJB01

Department: Service

Business Unit

Industry: Information Technology

Job Type: Permanent

Positions Available: 1

Salary: Market Related

PURPOSE OF THE ROLE The Service Delivery Manager will be involved in a variety of tasks to provide a high level of service delivery to new clients and create long-term client relationships for the existing portfolio of clients. Taking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.

Job Description

PURPOSE OF THE ROLE

The Service Delivery Manager will be involved in a variety of tasks to provide a high level of service delivery to new clients and create long-term client relationships for the existing portfolio of clients. Taking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.

Main Functions Of The Job

Service Delivery Manager

• Manage a portfolio of clients
• Build strong and positive relationships with clients at various levels
• All Service Level Agreements to be maintained and reported on according to set business parameters
• Build and document CRM knowledge about the client’s offerings at Teraco
• Understand clients core business and how it interacts within Teraco and identify needs and business opportunities
• Have a full understanding and operating of Teraco CRM to enable reporting on services per client
• Escalation point on allocated clients
• Project manage all client installations
• After hours co-ordination and activation of client services and products when required
  
  

• Client focused and excellent interpersonal relationships
• Active listening – ability to understand client’s requirements
• Ability to work independently & a positive team player
• A comprehensive understanding of network and data centre industry
• Excellent written and verbal communication skills
• Ability to communicate at all levels of the business
• To be able to communicate professionally in English (reading/understanding, spoken, written)
• Excellent problem solving and organisational skills.
• Meticulous and analytical with a high attention to detail
• Excellent documentation skills and report writing
  
  

• Matric Qualification
• Business Diploma / Minimum 5 years’ experience in similar role (full ownership and management of client operational relationship)
• Microsoft Office skills
• Knowledge and experience in understanding Service Level Agreements
• Experience in utilities/power deployment and cabling infrastructures will be an advantage
• ITIL Foundation certification preferred

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers

Apply by :

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1.To see what life at Capitec is all about and complete a short assessment, pleaseclick here!

2. Once you have completed the above finalize your application by clicking apply below.

We appoint energized and motivated people for their potential andcontinuously look fortalented, driven individuals to help us innovate and evolve.That is why we focus on finding the right people for the right jobs.We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud ofand earns the trust of our clients.

We are a bank, but we’re much more than that.We believe that banking is about enabling people to controltheir financial lives through banking that is simplified, accessible, affordable, and delivered through a personalexperience. By helping our clients manage their financial lives better, we enable them to live better.

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first,act with Energy and take Ownership.And to support people in being their best, our Employee ValueProposition offers every value to all team members through cohesive teams, growth opportunities as wellas employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feelswelcome, valued, focused, and has the opportunity to grow.

In this position, you will work as part of a team of 15 Service Delivery managers who oversee IT Service Delivery processes (Incident, Change, and Problem management) for the Production and Disaster Recovery environments. This role involves collaborating with 1st, 2nd, and 3rd line support teams, project managers, and architecture teams to ensure appropriate controls and procedures are established and maintained throughout the application lifecycle. When issues occur, you will be responsible for escalation, communication, and resolution, ensuring that the business remains informed and supported. This role includes overseeing governance, updating processes and documentation, and serving as the main contact for IT service delivery.

• At least 2-3 years’ relevant experience within a similar Service Delivery environment and role
• Proven experience in escalation process, incident management and problem solving
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure andTechnical environments
• Experience working in a regulated environment (ideally, Financial services)
• Experience with vendor management, reporting (reporting skills) and negotiations
• Understand and experience with ITIL implementation principles

• Grade 12 National Certificate / Vocational

• A relevant tertiary qualification
• Certification in ITIL Foundation

Minimum:

• General business operations
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure and Technical environments
• Previous experience as an Application or Infrastructure support specialist or as a developer
• Experience working in a regulated environment, ideally Financial services
• Experience with vendor management, reporting and negotiations
• ITIL implementation principles

Ideal:

• Banking knowledge
• Familiarity with industry regulatory requirements, specific to information security

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.

Job Title

Service Delivery Manager

Location

Johannesburg

Nature of role

Full-time Permanent role

Reports to

Head of Service Delivery South Africa

Role Description

Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients.

The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams.

Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery.

The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions.

Specific Role Responsibilities

• Identifies and secures additional commercial opportunities with each customer within their remit;
• Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc;
• Contributes to the formulation and refinement of the wider FNZ vision and strategy;
• Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers;
• Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context.

• Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill;
• Earns respect from colleagues, customers and other professional stakeholders;
• Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly;
• Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable;
• Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders;
• Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently;
• Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones;
• Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation;
• Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this;
• Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this;
• Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff;
• Drives a service culture with a positive “can do” attitude.

• Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control;
• Visits customers on-site monthly or as otherwise agreed;
• Demonstrates a proven ability to influence and lead the customer where necessary or desirable;
• Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities;
• Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required;
• Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes;
• Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (AuA, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction;
• De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes;
• Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request;

Experience required

• Strong account management/service delivery experience within Financial Services;
• Follows up colleagues where their work is important to a customer outcome;
• Demonstrates an ability to cope with protracted high pressure situations;
• Shows respect for colleagues, customers and other stakeholders and is respected by same;
• Owns everything impacting the customer, even when immediate responsibility for execution is delegated;
• Demonstrates high professional standards and a feeling of personal accountability for FNZs performance;
• Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach;
• Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate;
• Supports colleagues and takes pleasure in their achievements;
• Helps create a positive team culture within the immediate team and more broadly within FNZ;
• Engaging and approachable.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

The Service Delivery Specialist will play a critical role in supporting the business by overseeing the delivery of internal and external technology solutions. This role focuses on optimising project delivery, continuously improving processes, and managing relationships with key stakeholders, partners, and teams, external technology solutions, with a business development focus. The Service Delivery Specialist will ensure that technology-driven operations are aligned with the company’s strategic goals within business development and can meet evolving business demands.

Essential Functions And Basic Duties

• Technology Infrastructure Management: Ensure that IT systems, infrastructure, and data are available and effectively managed to support the evolving needs of the business.
• Continuous System Improvement: Oversee the maintenance, upgrades, and monitoring of all technology systems to maintain optimal performance and security.
• Service Desk Management: Lead the ongoing improvement of the Service function, ensuring SLAs with solution partners are met and exceeded.
• Adopt New Technologies: Collaborate with IT teams to evaluate and integrate new technologies that support business growth and operational efficiency.
• Feedback and Quality Management: Gather customer feedback, identify areas of improvement, and implement enhanced processes to drive service quality and customer satisfaction.
  
  

• Client Relationships: Build and maintain strong relationships with clients and stakeholders, understanding their requirements, managing expectations, and ensuring satisfaction through effective service delivery.
• Communication & Reporting: Keep stakeholders well-informed with regular communication on project progress, setbacks, and milestones.
• Vendor and Partner Management: Manage multiple vendors to ensure alignment with business and technical objectives, including monitoring and reporting on service levels and performance.
  
  

• Project Coordination: Oversee multiple projects simultaneously, ensuring resource allocation, timelines, and deliverables are aligned with business objectives.
• Development of Business Requirements: Collaborate with product and technical teams to develop business requirements that support new product development across multiple technology partners.
• Integration and Collaboration: Ensure robust integration plans are in place and work closely with ICT and application development teams to deliver effective solutions.
• Service Improvement: Implement continuous improvement initiatives, proactively identifying areas for process enhancements and driving operational efficiency.
  
  

• Critical Incident Management: Take ownership of critical incidents, ensuring effective communication between resolution parties and stakeholders, and conducting thorough post-incident reviews.
• SLA and Service Performance Monitoring: Conduct regular reviews of SLA performance, ensure adherence to service credits, and maintain thorough documentation of service-related incidents.
  
  

• Operational Oversight: Ensure high-performance levels for service-related processes, driving improvement activities where necessary.
• Problem-Solving: Analyse complex service delivery challenges, proposing effective solutions, and making quick decisions to resolve service issues.
• Service Optimisation: Continuously evaluate internal and third-party processes, driving service delivery optimisation and efficiency
• Best Practices: Embed industry best practices into daily operations and service management processes, consistently seeking ways to elevate service delivery standards.

Teraco Data Environments

2025/06/20 Gauteng

Job Reference Number: SDCJB1

Department: Service

Business Unit

Industry: Information Technology

Job Type: Permanent

Positions Available: 1

Salary: Market Related

The main duty is to attend to incoming queries from clients and handle them in a professional, kind, and tactful manner and escalate these to the relevant resource when and if necessary.

Job Description

PURPOSE OF THE ROLE

Monitor and attend to all tickets related to the Service Delivery Coordinator Role with specific focus on Access, Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.

MAIN FUNCTIONS OF THE JOB General

• Adhere to company policies, procedures and processes
• High quality verbal and written communication with clients
• Process and update tickets within agreed operational service level agreement and client SLA timelines
• Will be required to perform Major Electrical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets
  
  

• Respond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
• Optimise client satisfaction
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes
  
  

• Receive and handle requests for service, following agreed Service Desk Work Instructions
• Accurate recording and data capture of queries and follow-up from outset to conclusion
• Respond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
• Provide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
• Accept and process tickets in the agreed queues in the expected turnaround times
• Potential ticket escalation to other divisions of the business or technical
• Confirm and update access permission roles in CRM (update database)
• Wireless Map reservations and planning – all regions
• Process Service Orders (interconnects and general stock items) as and when required
  
  

• Report any client impacting issues or service Deviation to the Service Delivery Coordinator Team Lead for further investigation
• Work closely with the Service Delivery Coordinator Team Lead and escalate any client facing issues that may occur during the shift
• Prepare and submit any reports that may be required from time to time
  
  

• The Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
• If a Service Delivery Coordinator Team member who is responsible for task is not attending to their task, then another team member must accept the task and finalise it; It is accepted that from time to time, team members are required to step in for other team members, to ensure the best interest of the client and Teraco’s service promise to clients is met;
• All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
• Most tickets are more often than not, an urgent request, and Teraco is required to respond with the necessary urgency to fulfil the clients/contractor or Teraco staff members request within a timeline that ensures no client/contractor or Teraco guest fails to get access feedback in a timeous manner;
• The Service Delivery Coordinator Team are responsible for the entire cycle of all tickets, and if a Teraco team member is not responding within the timeline to meet the global turnaround targets, then it is the Service Delivery Coordinator Team’s responsibility to follow-up and escalate appropriately;
• All tickets must be reviewed by the Service Delivery Coordinator Team frequently during the business day, and must always be reviewed at the start and end of everyday when desk opens and closes;
• The Service Delivery Coordinator Team and the Shift Service Delivery Coordinator Team are responsible to ensure that there is an uninterrupted service to the clients when the desk transitions from one desk to another; All tickets should be handed over from one team to another, and feedback reviewed on all tickets at all time.
  
  

• This role is required to work weekdays from 8:00am – 17:00pm
• This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site based on business requirements
  
  

• Exceptional communication skills
• Excellent administrative skills are critical
• Active listening – ability to understand requirements
• Ability to communicate in English, and any other RSA language beneficial
• Proactive problem solver
• Ability to work independently & a positive team player
• Self-motivated
• Ability to lead and positively influence others
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• High affinity for attention to detail
• Strong time keeping and multitasking skills
• Team player
• Good time keeping
  
  

• Matric
• CompTIA Network + certification an advantage
• 2 years relevant working experience in service management or similar
• ITIL preferred
• Microsoft Office skills
• Good understanding of networks and cabling (fibre optic and copper) an advantage
• Previous experience within IT/Telecoms industry an advantage

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers