Service Provisioning Administrator (Cloud Services)

Permanent
Cape Town
Posted 2 weeks ago

The Service Provisioning Administrator ensures that products and services are delivered to customers in an efficient, timely and accurate manner, processing all incoming orders, requests and modifications; be that a new client asking for a small number of Office 365 licenses, or the largest partner on-boarding a complex IaaS platform with accompanying VoIP services and hardware cloud.

This role would suit a highly organized and methodical individual who is equally comfortable speaking with customers and vendors, as well as other departments internally. The successful candidate will be technically proficient, and comfortable interfacing with web-based vendor portals.

  • Administer the centralized management of provisioning work for all products in the portfolio
  • Provide high quality customer communication and ticket management for all provisioning cases
  • Ensure customers receive the correct products and services, at the correct cost and in the expected timeframes
  • Ensure all products and services provisioned are accurately billed, and that billing is accurately ceased at the point of cancellation

Responsibilities

Provisioning and Service

  • Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience
  • Agree and administer the accurate and timely handover of all workload requiring the attention of Professional Services, or a dedicated Project Manager, to the Projects Team.
  • Administer and organize technical provisioning, cancellation and change services for the full portfolio of products, working with other teams as required
  • Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate
  • Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other teams, especially in the case of multiple service provisions to the same customer
  • Administer the accurate processing of service start, termination and billing details to facilitate accurate invoicing
  • Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate

 

Customer Champion

  • Proactively and accurately update customers throughout the life of their provisioning case(s)
  • Set and manage appropriate customer expectations, and always deliver on what has been promised
  • Ensure all customer queries via phone, email or chat are resolved and that SLA targets are met
  • Drive customer satisfaction and advocacy, thinking as the customer, and promoting positive customer feedback via NPS-T

Team Working

Skillset

  • Minimum ITL V3 foundation
  • Agile / Prince to methodology
  • VOIP experience will be beneficial
  • Previous work experience with telecoms
  • Understanding of how projects are managed
  • Basic understanding of networks and broadband / mobile technologies

Deadline for applications is 29/02/2019

For more information, call Nova Buchan on 073 393 9731 or send your CV to  Nova@capitaledgerecruitment.co.za

Job Features

Job CategoryInformation Technology

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