IT Services Delivery Manager/ Head of Managed

2 weeks ago

Johannesburg, Gauteng, South Africa IT Ridge Technologies Full time

The purpose of the role:

Main Responsibilities:

  • Plan, design and guide the support operations strategically and manage the client experience as it relates to the products and services that we offer
  • Own the Incident, Request, Change and Escalation processes, ensuring accurate reporting and proactively initiating service improvement activities when required.
  • Own the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
  • Codesign internal SLAs and KPI's along with peers in IT and business representatives.
  • Monitor and audit service delivery; ensuring processes are in place and followed.
  • Arrange service review meetings.
  • Contribute to IT budget and resource planning.
  • Contribute to the longterm IT roadmap and strategy.
  • Support clients in identifying and coordinating inbound business demand for new solutions.
  • Work closely with the clients and development teams on problem management.
  • Own and improve the client experience that is offered by our company, including being the escalation point for stakeholders and clients
  • Work with the key stakeholders to enhance the client support service delivery and client satisfaction through the development and implementation of a client service strategy which follows ITIL market standards e.g. services catalogue/portfolio, change management, systems status updates
  • Monitor trends and changes to understand how to improve the client satisfaction levels using the latest methodologies. Ensure communication takes place both upwards and downwards across all areas of responsibility
  • Overall responsibility for the daytoday management, recruitment, and retention of the Support Team including personal development, training, mentoring, wellbeing, escalation points, holding regular team meetings and reporting of staff changes
  • Overall responsibility to ensure the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks and conduct.
  • Work with the company and clients to develop continuity and disaster recovery plans
  • Plan, prioritise and implement changes to the support systems following ITSM and Risk management best practices

Experience Required:

  • Able to coach and develop team members in implementing service management standards and processes.
  • 5+ years' experience of managing Software Service Delivery teams
  • Experience of pragmatic implementation of the ITIL framework in a similar sized organisation
  • Software Development Project Management
  • Evidence of a strong technical experience in 'service delivery' or 'project/solutions delivery
  • Be able to demonstrate experience of project delivery from conception to implementation
  • Experience with third
- and fourth-line incident and problem management

Skills Required

  • Builds and maintains strong stakeholder relationships.
  • Knowledge of the ITIL framework
  • Software Delivery Lifecycle management
  • Good personal management skills including good interpersonal and communication skills,
- patience, and the ability to interact with people at all levels offering assurance where necessary.

  • Ability to deliver a vision with a diverse team of individuals
  • Have very high standards of customer care and be insistent that these are maintained by your team
  • Ability to maintain objectivity and awareness of entire projects as well as an ability to work on finer detail and process
  • Initiative
  • Resourceful and knowledgeable
  • Excellent oral and written communication skills
  • Attention to detail at all levels of a project
  • Ability to meet deadlines and work under pressure
  • Have a methodical approach to diagnosing and resolving faults

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