The coordination of the operational handling of their process(es) in the organization or in a specific area, such as territory, product and technology​Responsible for day-to-day facilitation of the assigned process(es) ​Act as an escalation point for the operational issues of the assigned process(es)​Monitoring and reviewing the work of teams that manage the execution for their process(es)​Monitoring, measuring, and reporting on the effectiveness of the process(es) to stakeholders​Developing the organizations expertise in the processes and methods​Ensuring consistent execution of the process(es) across the organization​Propose and validate maturity enhancements for the Service Transition process and related parts in the Service Management platform.​Initiate improvements of the Service Transition process, process models, and the process handling procedures.​

· Provide reliable and fit for purpose IT service capabilities in multiple service areas in value chain to interdependent business solutions. · Inspire, collaborate and engage to ensure delivery of IT services outcome securing high performing delivery results aligned to business solution areas, digital & IT community, stakeholders and partners. · Manage, develop and deliver assigned IT services to agreed requirements end to end for CBF solutions, business needs and trans-formative technology shifts. · Lead, contribute and plan for IT service capabilities within digital & IT frameworks architecture, cyber-security, solutions, data & IT risk. · Continuously improve existing and establish new IT services in full life cycle for assigned areas and beyond through IT service ownership. · Manage internal and external assets and work in partnership with suppliers to enable IT services adapted to new delivery models in support/infrastructure. · Deliver to IT services road-maps and execution taking lead for related service level agreements and plans across IT delivery assignments closely together business solution areas. · Plan, follow up and communicate all aspects of IT service life cycle to business solutions including budget, availability, capacity, design, transition and operations. · Lead and work closely together with peers across Core Business Franchise and IKEA and strengthen / contribute to a strong and relevant IKEA franchise offer

• Advocating Service Delivery Targets and SLA’s to Service Providers, Technical Staff and Customers• Build and Manage Trust Relationships with Third Party Suppliers and Vendors• Assisting with Project Plans and Rollouts. (ITIL Based)• Single point of escalations.• Writing of Monthly Customer Reports.• Compiling of Process, - Procedures, - IMAC forms• Attending to all HR functions including appointments, dismissals, leave, KPI’s and training.• Continuously identify areas for Process Improvements.

• Recognize trends within reported issues and identify potential user concerns to determine a root cause and/or workarounds for customers.• Work with Engineering teams to correct customer issues• Develop and maintain advanced knowledge of products, integrations and the supporting technologies• Review potential defects for accuracy and ticket quality for submission to Engineering• Create articles for our customer facing knowledge base, when related information is not present• Answer system questions and provide workflow and implementation best practices when necessary

• Advocating Service Delivery Targets and SLA’s to Service Providers, Technical Staff and Customers• Build and Manage Trust Relationships with Third Party Suppliers and Vendors• Single point of escalations.• Writing of Monthly Customer Reports.• Attending to all HR functions including appointments, dismissals, leave, KPI’s and training.• Continuously identify areas for Process Improvements.• Managing Mentoring and Internship Programs• Conduct Annual Audits with HP and Samsung• Managing Microsoft SAN Audits

• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies• Take ownership of customer issues reported and see problems through to resolution• Research, diagnose, troubleshoot and identify solutions to resolve customer issues• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams• Ensure proper recording and closure of all issues• Prepare and deliver accurate and timely reports• Ongoing skill development and maintenance of OEM Certifications• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies

• Training Customers on the new Online system.• Training Customers on desktop software.• Giving desktop support at customer site on our software.• Testing new software releases.• Testing of online sites for clients before it goes live.• Send out daily reports on completed assessments.• Scan offline assessments.• Printing of training reports for distribution on training days.

• Telephone Support to Site users and assisting users remotely with VNC.• Support users on Windows 98/XP/Vista. Office 2003/XP/2007.• Creation and Deletion of Mail Accounts on Linux Server and Windows 2003 Server• Setup of Automatic out of Office messages on the Windows 2003 Server.• Checking and releasing of Attachment controlled mails on Mimesweeper.• Support on different Dealer Programs eg. Deltanet and E-Toyota.• Fault Reporting to Telkom when lines fail.• Online checking of Line utilization.• Logging of onsite calls and checking up on Supplier for completion of calls. (Previously logged calls on Altiris)• Keep track of department Assets.• Keep updated list of all email users in the Group. (May had 2014 active users)• Monthly Reports of Email and internet usage per user.• Intranet Management• Setup of SMS Accounts for users.• Checking Dealership adverts in all motor magazines and newspapers to see that they comply with Company standards.• Final quality control on electronic news letters sent to customers from our dealers.• Assisting online sales people with system issues and looking up of invoice details for sales completed.• Checking Rejected stock on the system that does not get uploaded onto the Dealer Websites.• Maintenance on Dealer Websites with New Contact details and car specials.• Testing of different websites where we advertise to see if Customer leads come through on our System. Eg. Wheels24, Autolocator• Month End sales reports for CMH Carshop.• Designing of Carshop Logos and Rocketseed Banners.• Reporting on Rocketseed usage and updating of email accounts on the Rocketseed server.• Website quality control and renewing of Domains.

Telephone and Onsite Support.Local and WAN Support of 300 users.Remote Computer Management.Support on All Microsoft Products.Network and Desktop Printer Installations.Network Printer Maintenance.New User Creation on AD, In-House Billing systems and Printing.Mailbox setup and Mail restriction Rule management.Setup and Installation of New Desktops and Notebooks.Desktop Repairs.Network Maintenance and Static IP management.Auditing of all IT Equipment.Night Shift Stand by.Server Maintenance.Parts Ordering.Asset Distribution.Re-Allocation of used equipment.Offsite servicing of Printers.Offsite Storage of daily Backups.Manage Paper ordering and supply Company wide.Office Administration.Setup and Installation of Print Servers.