Technical Specialist Self Service – 2100484

September 7, 2021
R0 - R0

Job Description

Technical Specialist Self Service – 2100484


The Organization

The Multichoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and Netherlands with principal operations in pay television, video entertainment, advertising and content security serving rapidly growing base of 13,5 million households. Eminent brands within the Group include DSTV, GOTv, SuperSport, M-net, DSTVnow, Showmax and Europe based content security leader Irdeto.

Key areas of operations are:

Storytelling ranging from content creation, production and aggregation including the best global general entertainment, sport and eminent African content library, delivered to customers
Pay Television: direct-to-home satellite and digital terrestrial television services;

SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets, and
Advertising: providing dynamic media solutions; handling commercial airtime, on-air sponsorships, content integration, and online sales across a variety of 130+ channel brands on linear TV, VOD, social media, and digital platforms.

The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. Multichoice Group has a successful history of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues primarily through subscription model, with a growing contribution from advertising revenue. Its key objectives are to:

Expand Pay TV, SVOD subscriber base and Advertising sales
Focus on investment and technology
Maintain a local approach
Provide quality service
Attract innovative and motivated employees

Position Name

Self Service Support Manager

Position ID N/A

Reports to

Senior Manager: Application Platform

Direct Reports

Approximately 5




Service Operations

Key Customers

Key Internal Focus

MAH and SA businesses

Johannesburg, Randburg

Purpose of the Position:

To lead the Self-Service channels day to day operations and implementation of Multichoice group strategy.
Key Performance Objectives


Operational Delivery

Manage a team of Technical Specialists to ensure delivery of incidents and demand in line with agreed business SLAs.
Ensure governance structures are implemented and adhered to.
Provide clear direction to team members on the strategic plan and key focus areas and ensure their understanding and buy-in.
Work with internal and external stakeholders to priorities new change initiatives and execute through to delivery.
Have in depth working knowledge of the Multichoice Customer Value Management processes.
Ensure the implementation and maintenance of SOP’s that will enhance Service Delivery.
Drive a culture of effortless customer experience.
Resolution of incidents in line with agreed SLAs.
Develop risk and contingency reporting procedures/systems to ensure business continuity.
Oversee and report weekly, monthly, quarterly, and annual metrics.
Support operational fraud risk and audit processes for the purpose of preventive maintenance.
Facilitate and co-ordinate Change management of Self-Service platform for SA and MAH.
Implement knowledge management and ensure measures are in place to safeguard knowledge retention.

Stakeholder Management

Act as a single point of contact and facilitates access to colleagues and subject experts.
Influence the development and enhancement of services, products and systems, and oversees the management and planning of business opportunities.
People Management

Manage team members to ensure effective delivery of business unit objectives.
Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
Training and development of new hires
Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
Approve leave requests for team members and create leave plan to ensure adequate coverage.
Resolve grievances raised by team members and escalate only if required.
Motivate team members and ensure that their efforts are recognised.

Qualifications Essential

Degree / Diploma in Technology / Information Management
Qualification Preferred

Post Graduate Degree in Technology / Information Management



A minimum of 5 years’ experience in an IT senior management role
3 – 5 years project management experience
Experience in driving innovation
Strong leadership capabilities across all areas of the IT environment or within a matrix management structure

Technical Competencies


Customer Centricity
IT Governance
Requirements Management
Software Development
Software Testing
Problem Management
Quality Management
Incident Management
Stakeholder Relationship Management
Researching and Reporting

Behavioral Competencies

Attention to detail
Conflict Resolution
Decision Making
Critical Appraisal
Holistic Thinking
Persuading & Influence
Service Orientated
Problem Solving
Delegation/Management work skills
Communication skills
Performance Management

Job: Technical

Primary Location: ZAF-GT-Randburg

Organization: MultiChoice Group Limited

Schedule: Full-time

Job Posting: 03-09-2021

Closing Date (Period for Applying) – External: 08-09-2021