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Service Desk Manager


Job ID:


Job Sector:



South Africa





Job Details

Group Real Estate: identifying new premises, locations and buildings, leasing real estate, buying and selling property, construction and maintenance.

Job Purpose

To lead the Real Estate Services Incident Helpdesk with the creation and maintenance of the infrastructure, the establishment of standard of services that supports the operating needs of all Operations and users across the RES Commercial National Facilities Management Operations portfolio. To drive smooth operations by monitoring and controlling adherence to the service level agreements in order to minimise potential disruption to business activities.

Key Responsibilities/Accountabilities

Client 
Drive all customer and business partner service level agreements for the Facilities Management Incident Helpdesk to ensure effective end-to-end service delivery and consistent internal and external client experience. 
Monitor and coordinate resolution of queries, complaints and escalations by providing consistent feedback to business partners and/or clients as per the agreed service level agreements to optimise client satisfaction. 
Maintain a single point of contact for Incident Management escalations to optimise client satisfaction. 
Handle escalations from the Facilities Management Incident Helpdesk with respect to the entire facilities and admin service offerings to ensure resolution, smooth operations with minimal interruptions and client satisfaction. 
Lead and drive the day-to-day provisioning of the Facilities Management Incident Helpdesk services to the respective Business Lines, Corporate Functions and users. 
Measure, monitor and report on service delivery metrics and overall performance against agreed standards to ensure effective delivery to clients by internal Facilities Management Incident Helpdesk teams and external service providers as per the agreed service level agreements and to utilise the data analysis to influence continuous improvement.

Risk, Regulatory, Prudential & Compliance 
Drive compliance of all aspects relating to occupational health, safety & environmental management, including risk analysis and development of disaster recovery strategies, processes and plans in line with legislation and regulatory requirements.

Strategy 
Develop the Service Management strategy for the Facilities Management Incident Helpdesk and ensure alignment to the overall Standard Bank strategic theme of Client Centricity.  Lead the development, documentation, implementation, monitoring and improvement of all Facilities Operations systems, processes and operating procedures in order to optimise service delivery to the different Business Lines, Corporate Functions and users across the Standard Bank Group. 
Contribute to the Real Estate Services Toolbox by developing and updating the policies, procedures, processes, systems and minimum standards as it pertains to the Facilities Management Service Desk.  Conduct research in order to establish, implement and maintain consistent standards of Facilities Operations aligned to the Real Estate Services Functional strategy and objectives.

Technology & Architecture 
Monitor and drive functionality of existing systems such as the Central Data Management System, provide input and approve new system developments within the Facilities Management Incident Helpdesk to ensure the systems enable effective service delivery.

Data 
Monitor and control the uploading of all Compliance documents on the Central Data Management System on a continuous basis (as and when required) in accordance with the agreed parameters and service level agreements.

Financial Management 
Drive compliance of operational procedures to ensure no deviation from agreed standards to prevent financial losses.

People 
Lead the Facilities Management Incident Helpdesk Function according to the lean leadership and employee engagement principles, including employee lifecycle from recruitment through to exit, performance management, training and development, discipline and grievance management, retention and reward and people administration, to ensure a high performance culture. 
Review, design and train all Incident Management users, including Vendors, Super-Users and Administrators, to ensure minimum standards are adhered to and qualify of data is maintained.

Preferred Qualification and Experience

A first degree covering Information Studies and/or Service Desk Management / Helpdesk Management services would be a minimum requirement for this role
 3-4 years Retail Real Estate Management experience
 3-4 years Compliance Risk Management experience
 3-4 years Operational Risk Management experience

Knowledge/Technical Skills/Expertise

Business Administration 
Business Process Improvement 
Database Administration 
Expense Processing 
Knowledge Management Systems 
Project Administration

PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to


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