AECOM Technical Services Manager in Centurion, South Africa

Business Line Support/Cross Services

Position Title Technical Services Manager

South Africa - Gauteng


Job Summary

Reporting to the Director of Business Relationship Management. This is a key role within the EMIA IT team responsible for the day to day running of the IT support services for the Middle East & Africa regions. The Technical Services Manager will ensure services are delivered in line with agreed Service Level Agreements and the expectations of our business. The role works closely with the various functional teams within IT ensuring that our customers’ needs and expectations are properly understood and translated into operational parameters. The role is expected to have knowledge and experience to act as a ‘trusted’ partner to the AECOM business.

The Technical Services Manager will ensure that the local IT support teams are engaged and resources are adequate to support the business needs, drive efficiencies where possible and will be expected to develop a culture that delivers first class support across EMIA.

Duties and Responsibilities:

  • Proactively engage, establish and build relationships with the key stakeholders within EMIA IT.

  • Carry out regular quality reviews of call logs to ensure they meet the expected standards.

  • Identify training requirements for Local Support Teams where required.

  • Visit offices with in region engage with clients to build confidence in IT.

  • Identify opportunities to improve service delivery processes to ensure productivity and quality is maximized.

  • Manage incident escalations, managing customer expectations and ensuring swift resolution.

  • Ensure team compliance with company policies and procedures.

  • Motivate and empower staff to provide excellent customer service/satisfaction by creating a climate dedicated to meeting the expectations and requirements of the business partner or end customer.

  • Identify opportunities for automation of repetitive tasks to improve performance, quality and consistency.

  • Manage new office startups and office moves within region.

  • Creation of knowledge documentation for use by the service delivery and other IT teams and end users.

  • Maintain awareness of opportunities provided by new technology to address challenges or to enable new ways of working.

  • Carry out IT support within region, ensuring support tickets are completed in a timely manner.

  • Collaborate with other regional IT Team Leaders, assisting with EMIA projects/initiatives where required.

Minimum Requirements

Specific Skills Required:

  • Technology breadth, experience in IT desktop/remote support solutions and end-user computing at enterprise level including;

  • Microsoft Windows Server 2008 and above

  • Microsoft Exchange server

  • Microsoft Lync / Skype for Business management

  • Active Directory

  • PC hardware faultfinding, repair and maintenance

  • Microsoft Office - all current versions

  • Experience in SCCM

  • Experience with Autodesk Products

  • Experience with Bentley Products

  • Experience of leading a team.

  • The ability to engage and motivate to get the best out of staff and lead a winning team.

  • Ability to work well with peers in a matrix structure.

  • Proven excellent customer service skills.

  • Experience in IT Service Delivery.

  • Outstanding written and verbal communication skills with the ability to present both technical and non-technical information to technical and non-technical audiences.

  • Experience in IT Service Delivery processes and procedures.

  • Capability to undertake Project Management of small projects or elements of larger projects.

  • Experience of influencing others including specialist peers, customers and external parties to achieve success of team objectives.

  • Demonstrate an analytical and systematic approach to problem solving of large or complex problems.

  • Full Clean driving Licence

Personal attributes:

  • Safeguard - To operate ethically and with integrity, while prioritising safety and security in all that you do

  • Be decisive - Know how to prioritize, advocate focus and accountability

  • Be impactful - Use clear and frequent communications, drive execution and results.

  • Be client-focused - Be collaborative, innovative and strategic.

  • Be the role model - Lead by example, demand excellence, maintain safety and integrity as top priorities.

As a Technical Services Manager, it is expected you will have the following attributes:

  • Strong leadership qualities with the ability to engage, encourage and act as a role model.

  • Ensure that all escalated issues are resolved appropriately

  • Ability to manage dispersed teams

  • Must have Excellent Communication Skills.

  • Be able to work on own initiative

  • Confident, Positive and Proactive attitude with the ability to delegate, influence, prioritize and deliver.

  • Ability to think globally and think AECOM.

  • Be expected to represent EMIA IT in a professional manor at any level.

  • Ability to effectively handle stress, pressures, and challenges

  • Facilitate problem solving and collaboration

  • To establish, develop and maintain credible working relationships with business contacts, being an ambassador for IT

  • To recommend opportunities, and to participate in the delivery, of activities that will improve overall customer satisfaction and ensure continuous improvement.

Preferred Qualifications

  • B-degree or diploma in an associated discipline, preferably IT Technology.

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

Job Category Communications

Business Group Design and Consulting Services Group (DCS)

Country South Africa

Position Status Full-Time

Requisition/Vacancy No. 190960BR

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.