Overview
IT Operations Manager Jobs in Midrand, South Africa at Lovisa
Lovisa is fast-fashion Retail Lovisa is global, and its growth is infectiously energetic See us at   POSITION
PURPOSE
AND EXPECTATION:
As a vital member of our
dynamic
IT Service Delivery team, the role of the IT Service Delivery Coordinator encompasses the coordination and enhancement of IT service delivery. This position holds the responsibility of ensuring the effective management of support tickets, aiming for optimal efficiency, and upholding a superior level of
customer satisfaction
. Collaborating closely with our technical support staff, you will play a key role in task prioritization, assignment, and actively contribute to the ongoing refinement of IT service delivery processes The IT Operations Manager will be responsible for:
• Oversee the day-to-day operations of the IT service desk, ensuring timely response and resolution of support tickets.
• Checking, verifying & reporting on daily, weekly & monthly batch processing
• Liaising with team and vendors throughout our trading regions
• Coordinate the assignment of support tasks to technical support staff based on expertise and workload.
• Manage the ticketing system to ensure accurate recording, classification, and prioritization of support requests.
• Monitor and report on ticket statuses, escalations, and resolution times.
• Communicate effectively with end-users to gather additional information, provide updates, and ensure
customer satisfaction
throughout the support process.
• Proactively communicate known issues, service outages, and resolutions to relevant stakeholders.
• Identify opportunities for
process improvement
within the IT service delivery function.
• Conduct periodic reviews of support tickets to ensure adherence to quality standards and best practices.
• Provide feedback to technical support staff for
continuous improvement
.
• Maintain accurate and
up-to-date
documentation of IT service delivery processes, procedures, and knowledge base articles Administration:
• Ensure punctuality and accuracy of all job records
• To ensure reports are submitted in a timely manner to meet required deadlines
• Ensure adherence to company policies and procedures at all times and continually keep abreast of changes to these as they occur
• To ensure holiday requirements do not impact on company needs and adhere to LOVISA company policy Contribution to the Group:
• Contribute actively to the business strategic direction
• Contributes positively and energetically to group meetings and company events
• Provides an example for others to follow
• Participates in projects to improve the operation of the division/company
• Has a positive can do attitude at all times, whilst listening,
challenging
and directing
• Coachable in all aspects, flexible and proactive in style Skills, knowledge and personal qualities required:
• Bachelor’s Degree in Information Technology.
• Minimum of 3 years’ experience in an IT Operations managerial role
• Excellent written and verbal
communication skills
• Demonstrated
problem solving
skills
• Demonstrated customer service skills and an ability to work with team of varying levels
• Experience with ITIL or other service management frameworks is a plus. We believe in supporting
diverse
cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally
diverse team
around the world.
Title: IT Operations Manager
Company: Lovisa
Location: Midrand, South Africa
Category: IT/Tech (IT Support, Systems Administrator, Technical Support, HelpDesk/Support)
