Janice Moosajie

• Accountable for the operational delivery of Service Desk Services (including First Line Service Desk, Request Management, 2nd Line and End-to-end Incident Management)
• Accountable for approximately 20 customers, sizes ranging from small customers with a 2000 userbase, to large customers with over 30000
• Experience in managing large teams of 650+
• Strategy planning for the evolution of the operational delivery provided, developing effective methodology and seamless rollout across South African service
• Accountable for SLAs across the Service lines for customers – these include response SLAs incident and request SLAs
• Ensuring consistent service delivery, whilst implementing Continual Service Improvement for each customer, and the implementation thereof
• Developing and driving Global Service Desk strategy, ensuring new methodologies and changes are introduced, embedded and a layer of governance exists to ensure consistent delivery
• Maximising opportunities to develop the service and reduce costs
• Actively looking at ways to automate and reduce cost to serve to the customer
• Ensuring Service Quality measurements are in place and a 'service excellence' ethos promoted
• Customer interaction through onsite Service Managers, attending service review meetings with onsite Service Managers and Customers where relevant
• Developing productive relationships with Customers, ISP’s, and Management Teams
• Acting as a point of escalation on complex or serious issues or complaints and providing appropriate support to other team members
• Crisis management
• People Management
• Managing a staff compliment of around 650 staff
• The leadership and performance management of staff and their personal development
• Coaching and Mentorship
• HR related activity (1:1s, Performance Management, Disciplinary action (where appropriate))
• Recruitment
• Be available to help address staff issues ensuring all corporate policies are understood, implemented, and regularly reviewed
• Set the context and manage the conditions for learning and create an empowered environment where personal skills development is encouraged and valued
• Business Take-on’s
• Transitioning existing customers from Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction
• Computacenter counterparts in other countries
• Direct-land customers – customers whom Computacenter has not supported previously
• High level involvement in the design of the service
• Contract review and potential restructure, aligned to the Computacenter standard deliverables
• The support and sign-off of service integration, new business activities, projects, or the expansion of services
• Support Sales and Customers through contract renewals and transformation of services
• Management of the department financials, budget control and management of revenue and expenses of the department

• Reporting into the Head of Operations for the Service Desk services for South Africa, responsible for the operational delivery for several customers, and multiple service lines within the Service Desk operations
• Position the Computacenter/customer relationship as a partnership, demonstrating and in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution
• Assist the Team Leader to manage the resources within the team to optimise productivity and quality standards and meet contractual obligations
• Work in partnership with Computacenter Account Teams and the customer in regularly reviewing customer service and defining/implementing service enhancement opportunities
• Ensure SLAs are achieved and client expectations are met (or exceeded)
• Work closely with other Remote Service colleagues to ensure that knowledge, experience, and skills are shared to the benefit of the wider Remote Service Teams and customer population
• Utilise customer feedback, to drive service improvement activities
• Proactively manage costs and cross charges including identifying new business opportunities
• Establishes productive relationships and networks at an operational level to build and maintain customer relationships
• Taking ownership of queries and managing through to a prompt resolution
• Building and maintaining effective working relationships
• People Management: Performance Management, Coaching and Mentorship, Professional career path development
• Direct and indirect reports comprised of a staff complement of +/-190 staff across 9 teams
• Review productivity and resource planning data to identify resource requirements and assist in recruitment and assessment centres
• Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives
• Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals
• Be available to help address staff issues ensuring all corporate policies are understood, implemented, and regularly reviewed
• Set the context and manage the conditions for a learning and create an empowered environment where personal skills development is encouraged and valued
• Set and manage personal and team standards of behaviour at work, to define the triggers for disciplinary action
• Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction
• Assist in the pre-sales activities for new opportunities and customer visits
• Work as part of the operations teams to actively integrate new services
• Build relationships with customers and Account teams to strengthen and embed the new services from South Africa
• Ability to implement and manage change

• Reporting into the Operations Manager, responsible for either a single customer (depending on size and complexity), or several smaller customers to deliver the Service Desk operations
• Enforcement of ITIL conformant processes to ensure both effective and efficient utilisation of assigned resource and interactive interface with all operation support providers
• Proactive management of the Service Desk Team, taking an influential lead in managing change and the implementation/development of an end-to-end ‘total’ Ticket Management process
• Continually re-develop Service Desk processes according to ITIL best practices
• Develop and maintain formal procedures for consistency and increased productivity
• Implement methodologies to improve first time resolution, manage customer perceptions, and build strong internal relationships
• Working within the existing technology, identify ongoing training and other resources to maximize Service Desk Team effectiveness
• Build a qualified Service Desk team through innovative hiring and training techniques
• Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs
• Develop a customer care philosophy that ensures customer satisfaction
• Analyse Service Desk performance through various statistical and reporting methods
• Market the image of the Service Desk Team as a support group ‘showcase’ that advances the IT vision and strategy
• Actively work with the Account/Service/Operational Management team(s) and assist in commercial developments of assigned client accounts to maximise revenue
• Effectively manage all day-to-day Service Desk team activities and escalations
• To work closely with Client Management Team and assist in ongoing review and improvements within performance parameters, for all services provided by the Service Desk
• Effective management of all tickets logged within the Service Desk
• Management of 3rd party Vendors and key client business partner relationships, ensuring contracted services are consistently achieved and improved
• Provide an effective communication point and reference on all business impacting problems or significant disruptive issues, to ensure succinct and timely resolution whilst protecting Computacenter and the Client business
• To ensure ‘client validated’ adherence to the Service Level Agreement and associated Performance measurements and indicators
• Manage the configuration and change management processes, ensuring comprehensive information about all supported components are contained within the Change Management Database
• Develop processes and procedures to increase effectiveness and quality of Service Desk, services provision, and to develop proactive ongoing improvement initiatives
• To review and present, as required, periodic performance reports related to the Service Desk and resources
• To represent the clients’ interests within Computacenter internally
• Owner of client complaints as described in the Computacenter quality system
• Chair and/or actively participate in scheduled or reactive meetings, presentations at all levels of management
• Overall responsibility for the management and development of the Service Desk personnel and achievement of team objectives
• To manage and be responsible for all related policies and processes including and in addition to Service Desk Policy, Service Desk Performance Measurements, Service Desk Procedures
• People Management
• Services Desk Team consisting of +/- 35 team members
• Performance Management
• Coaching and Mentorship
• Professional career path development
• Budget Control
• To monitor project activities for the assigned client and ensure associated costs or time allocation does not exceed agreed authorised budgets

• Can provide insight and context if required.

Can provide details and context if required.

Can provide insight and context if required.

Can provide insight and context if required.

Can provide insight and context if required.

Can provide insight and context if required.