IT Service Delivery Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Tipp Focus Full time

THE JOB AT A GLANCE


Senior IT Service Delivery Manager will be responsible for managing overall delivery of IT services to business with a focus on maintaining service level agreements, ensuring quality service, and managing stakeholder relationships.


WHAT WILL YOU DO?

Oversee IT Service Delivery
***
Identify Problems and Resolve Queries


Identify problems requiring analyses, work with IT management and support teams on the root causes, following industry standards to develop improvement plans.

Advise management and support leads on corrective actions to prevent reoccurrence of problems.

Drive Quality, Develop Processes and Manage SLAs
Present updated processes and procedures to relevant leads and support teams


Drive quality by working closely with support teams and service desk, understanding ticket volumes and backlog, reoccurrences of incidents, support models and use this as a base to develop a continuous improvement plan.


Work with business and other IT stakeholders and negotiate, develop, and manage SLAs between IT and business according to business needs and IT capacity and capabilities.


Manage quality of IT service delivery within budget guidelines and provide progress updates on issues and improvements in monthly reporting to Manager.

Review and monitor the IT operations performance reactively and proactively to meet SLAs and customer requirements. Work with support and delivery leads to update existing processes and develop new ones to achieve required service levels.

***
Risk and Compliance Management


Identifying all possible risks that can affect IT service delivery concerning time, cost, scope, and quality and design IT delivery solutions and processes that can accommodate relevant risks for approval by the Manager.


Guide development and support teams on developing delivery models for new services that conform to IT governance, policies, and procedures.

Measure and drive compliance of defined SOP's and policies associated with IT service delivery. Investigate non-compliance, variances and inefficiency and improvements and update relevant documentation.

Manage relevant IT Risks.

Manage IT Audits and findings.

Reporting
Monthly reporting to IT management on issues, escalations, and SLA's

Stakeholder Management
Build relationships with client business and understand how to improve IT delivery to align with business strategy.


Make recommendations to management teams on capacity, compliance, availability, and continuity management to ensure effective and timeous IT service delivery.


Budget Management
Compile and manage the ICT budget. Monitor and track financial expenses. User cost allocation for Finance department. Compliance to relevant legislation

WHAT YOU'LL BRING TO THE TABLE?

  • NQF Level 7 Qualification in Computer Science or equivalent
  • NQF Level 7: Bachelor's Degree in IT or related field
  • 5 to 7 years' experience of which 5 must be in managerial position
  • ICT operations experience
  • ICT Application support
  • ITIL Foundation
  • Sound understanding of the relevant IT Frameworks, such as COBIT
  • Sound understanding of the relevant Service Management practices, defined in these frameworks, such as Incident, Problem and Knowledge Management
  • Good working knowledge and understanding of Information
- and Cyber Security as well as Data Protection principles

  • Experience supervising or leading a team

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