Murray Allison Email & Phone Number

Phoenix, Az, Us

Greater Phoenix Area

Scottsdale

• Ensure that deliverables within the SLA’s and commercial agreements, that Dimension Data KZN hold with their clients, are managed accordingly • Manage holistically across all lines of business within the allocated accounts• Work closely with the Solutions Architects and Account Management teams to ensure that the integrity of the architecture is upheld and that effective delivery, support and maintenance is provided in a proactive manner• Build close working relationships with… Show more • Ensure that deliverables within the SLA’s and commercial agreements, that Dimension Data KZN hold with their clients, are managed accordingly • Manage holistically across all lines of business within the allocated accounts• Work closely with the Solutions Architects and Account Management teams to ensure that the integrity of the architecture is upheld and that effective delivery, support and maintenance is provided in a proactive manner• Build close working relationships with Customer IT Management • Ensure proper documentation of architecture and infrastructure is always current through personal efforts and coordination of others• Work closely with the relevant stakeholders to ensure the quality of service & delivery is of the highest standard• Build close working relationships with vendors and ensure effective and proactive escalation management with such vendors where necessary• Small-scale Project management• Risk Management and escalation of risks to the relevant stakeholders• Day-to-day problem solving of all IT related queries together with the IT Operations Management teams• Report writing and Monthly presentations• Ownership of Operational Meetings, minute taking & follow-up Show less

• Strategic input into all outsourced accounts• Operational oversight of outsourced accounts• SLA exception and escalation management• Report reviews, guidance and quality management• Customer executive level engagement and satisfaction management• Overall services ownership of escalations within IT Outsourcing accounts• Initiation and oversight of outsourced focused service improvement initiatives• Interpretation and operational implementation of Service Agreements… Show more • Strategic input into all outsourced accounts• Operational oversight of outsourced accounts• SLA exception and escalation management• Report reviews, guidance and quality management• Customer executive level engagement and satisfaction management• Overall services ownership of escalations within IT Outsourcing accounts• Initiation and oversight of outsourced focused service improvement initiatives• Interpretation and operational implementation of Service Agreements for each IT Outsourced account.• Overall service integration to ensure effective service delivery• On-going contract management and review• Management support in respect to the setting and implementation of Service Desk & Onsite staff KPI's that drive correct and effective behaviour• Direct management of Service Desk and Outsourced focused Service Delivery management personnel.• Strategic and operational responsibility of Service Delivery Management team• Oversight & input wrt allocated service managed accounts• Service management guidance and quality control• Report reviews, guidance and quality management• SLA exception and escalation management• Input to account plan and strategy.• Initiation of service improvement initiatives throughout services• Establish and manage formal escalations using a structured approach to problem resolution• Assume and maintain ownership throughout the problem management process• Ensure effective and open communication with all parties• Manage customer expectation through personal interactions• Manage vendor inputs and ensure effective commitment• Resolve to root cause and initiate applicable service improvement• Provide insight back into the business for service, process and technology improvements• Build mechanisms to Illustrate on-going value that assists in maintaining and growing annuity based revenues• Handle all staff related/HR issues (e.g. Leave/payroll/disputes etc)• Staff performance management Show less

Durban

• Ensure that deliverables within the SLA’s and commercial agreements, that Dimension Data KZN hold with their clients, are managed accordingly • Manage holistically across all lines of business within the allocated accounts• Work closely with the Solutions Architects and Account Management teams to ensure that the integrity of the architecture is upheld and that effective delivery, support and maintenance is provided in a proactive manner• Build close working relationships with… Show more • Ensure that deliverables within the SLA’s and commercial agreements, that Dimension Data KZN hold with their clients, are managed accordingly • Manage holistically across all lines of business within the allocated accounts• Work closely with the Solutions Architects and Account Management teams to ensure that the integrity of the architecture is upheld and that effective delivery, support and maintenance is provided in a proactive manner• Build close working relationships with Customer IT Management • Ensure proper documentation of architecture and infrastructure is always current through personal efforts and coordination of others• Work closely with the relevant stakeholders to ensure the quality of service & delivery is of the highest standard• Build close working relationships with vendors and ensure effective and proactive escalation management with such vendors where necessary• Small-scale Project management• Risk Management and escalation of risks to the relevant stakeholders• Day-to-day problem solving of all IT related queries together with the IT Operations Management teams• Report writing and Monthly presentations• Ownership of Operational Meetings, minute taking & follow-up Show less

Various

• Manage team of Desktop and Server Engineers (3)• Communicate and consult at all levels of Management• Manage and Maintain Service Level Agreements• Liaise between Customer and Dimension Data• Co-ordinate resources for various tasks and projects• Handle and manage Escalations• Assist Account Manager in Customer needs• Assist with high end server and desktop support• Consult with customers as to their needs• Minor Project Management• Manage and assist… Show more • Manage team of Desktop and Server Engineers (3)• Communicate and consult at all levels of Management• Manage and Maintain Service Level Agreements• Liaise between Customer and Dimension Data• Co-ordinate resources for various tasks and projects• Handle and manage Escalations• Assist Account Manager in Customer needs• Assist with high end server and desktop support• Consult with customers as to their needs• Minor Project Management• Manage and assist with LAN and WAN installations• Firewall Administration Show less