Senior Specialist IM End User Communications

Purpose of the Role The Senior Specialist IM End User Communications provides specialist technical expertise and leadership within the Voice & Video space. The role ensures stable, reliable, and high-performing service delivery of digital workplace communications. It is responsible for timely resolution of service issues, implementation of sustainable changes, raising end-user satisfaction, driving commercial optimisations, and ensuring seamless integration with digital workplace services to maximise business benefits

My client, a leading primary producer of platinum group metals, operates mining, smelting, and refining facilities in South Africa and Zimbabwe. As the business transitions to an independent and standalone entity, it is undertaking a significant transformation focused on embedding operational excellence and defining its own strategic vision. The organisation remains committed to leadership in the platinum group metals sector, delivering value across the full value chain — from mine to market. With sustainability and safety at the core of its operations, My client aims to enhance operational capabilities and accountability while playing a leadership role in creating and protecting value for stakeholders.

Key Work Responsibilities

Safety

• Ensure consistent application of Safety & Health principles across all activities.
• Take personal accountability for the safety of self and others, working towards zero harm and elimination of fatalities.
  
  

Performance and Delivery

• Oversee installation, configuration, maintenance, and lifecycle management of communication services (hardware, software, services, SaaS tools).
• Integrate communication technologies with related systems (e.g., identity, security, vulnerability management, ITSM, remote access, backup, directory services).
• Ensure communication technology stability and security through effective endpoint management and timely patching.
• Continuously evaluate and improve operational processes, standards, and performance; ensure complete and up-to-date documentation.
• Identify and apply emerging trends and best practices to deliver best-in-class service — driving automation, self-service, and agility.
• Support deployment, development, or rationalisation of tools and processes to enhance performance measurement, reporting, and visibility.
• Monitor customer satisfaction and service stability to maximise business impact.
• Forecast and manage financial, physical, and human resource requirements aligned to objectives.
• Develop and oversee restoration and disaster recovery plans for service outages.
• Manage licensing exposure within the service scope, ensuring compliance.
• Provide specialist support and guidance to peers on service-related matters.
• Support cross-functional teams and collaborate with internal and external stakeholders to meet deadlines.
• Act as escalation point for core service issues and own resolution processes.
• Transparently manage service-related costs, including investment decisions and budgeting to ensure equipment is operational and within maintenance support.