About this role
Role Summary: To conduct and assist with coordinating research into technology, market opportunities, customer needs, and service delivery practices to support the development of relevant, competitive, and commercially viable IT services. The role seeks support the need to ensure that the company provides the right services to the right customers in the right markets while continuously improving the quality, efficiency, and effectiveness of service delivery.
- Market Research: Gather information on market trends, customer needs, industry developments, and potential customer segments relevant to the company’s services.
- Technology Research: Research emerging technologies, products, and solutions relevant to the company’s IT infrastructure services and prepare summaries of findings.
- Customer Needs Analysis: Assist in gathering and analysing customer feedback and information to identify unmet needs and opportunities for service improvement.
- Service Development Support: Support the identification and evaluation of opportunities to introduce new services or improve existing ones based on customer needs and market trends.
- Technology and Solution Evaluation: Assist in researching and comparing technology products, solutions, and vendors based on suitability, features, cost, and reliability.
- Competitor Research: Gather and maintain information on competitors’ services, pricing, and market positioning to support the company’s business development activities.
- Service Delivery Improvement: Assist in reviewing service delivery processes and identifying areas where improvements in efficiency, reliability, and customer satisfaction may be possible.
- Industry Best Practices: Research relevant industry standards, best practices, and innovative approaches that could improve the company’s services and operations.
- Research Documentation and Reporting: Prepare research summaries, comparison tables, reports, and presentations to communicate findings and support management decision-making.
- Research Project Support: Assist with feasibility studies, pilot projects, and the evaluation of approved recommendations, documenting findings and reporting outcomes to the relevant supervisor.