Manager: IT Service Delivery

2 weeks ago

Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001076

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:IT-Management
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:

Job description:

KEY DUTIES AND RESPONSIBILITES:

***
Contribute to and influence:
  • o IT Infrastructure Strategy
- o IT Infrastructure Investment Plan

Accountable for Managing, Coordinating and act as the Lead function under incumbent's direct control:

  • IT Service desk team
- o Application Support team
- o Network Monitoring team
- o Incident management
- o Purchasing and Asset Management team
- o Change management process

Implement Best Practices:

- o Implement best practices in help desk and IT support.
- o Ensure policies and procedures are followed by managing and facilitating meetings.
- o Ensure that teams are improving performance, service, and product quality.
- o Ensure Team SOP's are always kept Current.
- o Research and implement best practices (ITIL framework) in help desk and IT support.
- o Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
- o Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
- o Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- o Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- o Developing a deep understanding of projects to gain insights into the scope of service delivery.
- o Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- o Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.

Facilitate Meetings:

- o By managing and facilitating meetings, IT service delivery managers ensure that teams are improving performance, service, and product quality. They use information gathered at these meetings to target areas that need improvement.

Ensure Teams Are Trained:

- o Ensure that team members are familiar with IT service delivery processes and best practices.

Performance and Quality Management:

- o Providing accurate and regular reports to the management on performance of the service delivery.
- o Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
- o Ensure Implementation and updating of monitoring standards as required by system owners.
- o Ensure alerts, incidents and problems are acknowledged, investigated, escalated, and cleared based on documentation.
- o Ensure project management standards are implemented and adhered to.
- o Ensure change management process is adhered to in accordance with the ITIL framework.
- o Ensure incident management process is followed and root cause analysis are accurately documented and published to the relevant stakeholders.

Relationship Management:

- o Serve as escalation point for issues not resolved within SLA.
- o Ensure an understanding of corporate, subsidiary and business unit needs of all entities.
- o Ensure that requirements are gathered and articulated to relevant parties for coordination, investment, and support purposes.
- o Build relationships with all the entities and manage SLA's and operational level agreements.

People Management:

- o Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- o Implement disciplinary actions where necessary according to the company HR policies.
- o Compile the Performance Management documentation in collaboration with staff members in terms of:

  • Job Profile requirements
  • Strategic Performance Objectives
  • Key Performance Areas
  • Personal Development Plan
  • Conduct performance reviews in accordance with policies and procedures and take corrective actions where necessary.
- o Ensure Personnel leave Planning, capturing, and approvals are carried out in accordance with the company HR policy.

Purchasing and Asset Management:

- o Contribute to the development of the budget.
- o Ensure procurement processes are adhered to when executing purchasing requirements.
- o Monthly reconciliation of actuals against budget and report on deviations.
- o Manage Software support contracts, maintenance SLA and renewals with suppliers.
- o Ensure correct allocations of voice and data on Spend manager.
- o Ensure assets management processes are adhered to and that accurate records of the IT assets are maintained.
- o Ensure correct billing by suppliers and timeous invoices submissions to finance department.
- o OEM and External Vendor Relationship Management; (i.e., Supplier Management).

IT Service Desk:

- o Ensure only approved Tracker software are

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