Maintenance Manager

*Reference: FRP002150-KK-1* Our client in the ICT sector is looking for a Maintenance Manager to manage the Maintenance division and staff. *You will be responsible for:* * Monitor, control and support service delivery by following & enforcing relevant processes throughout all service delivery engagements. * Meet contractual obligations through consistent fulfilment of client specific Service Level Agreements (SLAs). * Ensure timeous and accurate booking of time by all productive resources. * Management of complaints and escalations within the framework of the relevant processes. * Remove all obstacles to customer satisfaction and / or financial performance. * Build and maintain effective business relationships with both internal and external customers with the objective of retaining customers and maintaining high customer satisfaction levels. * Produce & communicate service performance reports to an agreed schedule or upon request to internal and external customers. * Attend regular service review meetings with customer & account managers as agreed with account team. * Ensure effective assignment of team members based on skill and customer requirements. * Coordinate knowledge sharing between team members internally and members from other JE teams to ensure continuous learning and development of team members. * Facilitate & encourage knowledge sharing across teams. * Participate in QMS activities to ensure compliance across all service delivery disciplines i.e.  * Project Handover to Regional Support. * Continuous participation in technical information sessions, ensure that skills and knowledge stay up to date. * Actively participate in knowledge sharing activities to support a culture of continuous learning and development amongst peers and colleagues. * Work performed meets customer expectations and follows appropriate delivery methodologies. * Ensure that if there are internal or external escalations that the escalations happen as quick as possible and with all relevant information. * Provide feedback for the continuous improvement of processes. * Ensure that services provided to customers meet the service levels specified in the SLAs. * Identify opportunities to improve the efficiency and effectiveness of service delivery. * Oversee maintenance of QC standards; * To liaise with management to provide answers and solutions to client specific requests. *Qualifications and Experience:* * NQF Level 5, minimum 120 credits equates to a National Certificate or Higher Certificate e.g. National Certificate Systems Support or Higher Certificate: Information Technology * More than 5 years extensive experience in a Technical Management position, Customer Service Management or similar Management experience in the ICT sector. **Please note that only short-listed candidates will be contacted** R 20000 - Monthly