Service Delivery Manager

2 weeks ago

Johannesburg, Gauteng, South Africa TotalEnergies Full time

Pays
Afrique du Sud

Lieu
South Africa

Lieu de travail
JOHANNESBURG(ZAF)

Société employeur
TotalEnergies Marketing South Africa (Pty) Ltd

Domaine
Systèmes d'Information

Type de contrat

CDI

Expérience
Minimum 6 ans
As a Service Delivery Manager you will possess the following:

Relevant degree or diploma in IT or management
3 years' experience in the IT industry with at least 3 years in a management role
Broad knowledge of technical environment e.g. Microsoft, printers, LAN, WAN, PC hardware, logging tools
Detailed knowledge/certification in IT best practice principles (ITIL)
Working knowledge of the company's operations and structure

  • Key competencies include highly structured and motivated individual, excellent communication and interpersonal skills, ability to plan and organise time, self and others in order to achieve objectives and targets, strong ability to work under pressure, good problem solving/analytical ability, customer service focus
English is the working language.

Activités
As a Service Delivery Manager you will be responsible for the following activities:

Service Delivery Management

  • Route incidents and service requests logged with group support desk/logging tools, to Proximity Support agents
  • Supervise / prioritize incidents assigned to Proximity Support agents to ensure SLA's are met
  • Monitor all incidents & service requests logged across local support groups e.g Operations, WAN, Server, etc.
  • To manage Incident and User Request and understanding the Business impacts
  • To be the first point of contact for incidents and service request call escalations
  • To make use of the escalation channels that exist to assist with problem situations and to carry out eescalation management for all IS incidents and requests on behalf of the users proactively
  • To ensure all assets are procured, managed and controlled effectively (including asset disposal), using the relevant processes and ticket logging facilities to do so.
  • Overseeing all assets are accurately registered, recorded and status updated accordingly as per the given asset movement process
  • Ensure lost or stolen assets are processed as per prescribed process.
  • Ensure monthly stock count is executed and final report sent to Country IT Shared Services Manager for approval.
  • Ensures IT asset audits are done.
  • To ensure the encoding of users multipass cards
  • Oversee and Manage key functions in the support environment i.e., AD, mailbox management, as required.
  • To monitor the Support Centre outsource contract/s or Support Centre internal staff to ensure operational and cost efficiencies and quality of service according to contractual SLA's is maintained
  • To produce weekly and KPI reporting on incidents and support team performance
  • Example:
Meeting SLA's

  • To analyse KPI reporting and do analysis on a monthly basis ensuring continuous improvement and definition and adherence to SLA's
  • To identify recurring problem areas inhibiting business IT users operational performance and ensuring proper resolution by driving solution identification and implementation
People/Relationship Management

  • To ensure strong relationships and understanding of environment, pressures and incidents impacting both the team and the user base as a whole
  • Regularly meets with management, group contacts and suppliers to ensure good understanding of context and support requirements of the environment
  • Manage relationship with TotalEnergies Group Support Desk and Service Request teams
  • To generally develop and maintain strong relationships with TSA employees and management (Group and local), suppliers and other key stakeholders as applicable, and ensures that good communication lines are open
  • To communicate effectively, until closure, when issues/problems/incidents affect a group of users or trends have been identified
  • Regular meetings with Group Support Desk coordinator with the view of building strong relationship and work on improving service delivery to users
  • Carry out User satisfaction surveys
  • Facilitation and communication between the teams in order to ensure effective delivery, reporting and effective stakeholder management
  • To manage, optimize and ensure the appropriate utilization of resources whilst maintaining costeffective services, including maintenance of the environment
  • To ensure succession plan is in place for direct reports, and update job descriptions at least every 2 years
  • To manage the subcontractor suppliers and specific subcontractors as defined
  • To work well with the subcontractor suppliers and specific subcontracts to ensure good understanding, support of the environment and alignment to agreed SLA's required
  • To appropriately negotiate with suppliers for the services required (solution, costs, problem resolution)
  • To coordinate the team work, effectively control the output and ensure effective delivery and communication with business and extended

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