Manager: Ict Service Delivery

2 weeks ago

Johannesburg, Gauteng, South Africa Services SETA Full time

Service Level Management

  • Ensure that agreed service levels are consistently met on a monthly basis
  • Continual improvement and maintenance of an efficient service catalogue that will form the basis of services delivered to users
  • Manage the Service catalogue
  • Ensure that all service management processes are executed to fulfil the process objective
  • Support the achievement of the service level targets and overall IT service delivery
  • Understand Service Level Requirements by engaging with management
  • Establish a Service Level Agreements with management
  • Monitor performance against the Service Level Agreement
  • Undertake on going interactions with management stakeholders to determine service delivery requirements in the context of desired business objectives
  • Work with IT service delivery stakeholders to deliver services which serve to support the operational priorities of the business
**Governance

  • Implement Governance Principles to ensure the efficient Management of Service Management*
  • Document and maintain policies of all identified processes
  • Ensure regular IT surveys are conducted to determine the perception of IT efficiency within organisation as well as of IT strategic partners and vendors
**Continual Service Improvement

  • Continual Improvement of Services and Processes*
  • Maintain the continual service improvement (CSI) plan for the Service Management department.
  • Ensure that identified CSI initiatives are implemented according to the agreed plan
**Incident Management

  • Efficient Management of Incidents by resolving incidents within the Specified Service Level*
  • Maintain the incident management process and manage effective execution of the incident management process. (including escalation process)
  • Management high priority incidents to ensure minimum impact to business services
  • Ensure ongoing compliance to the incident management policy.
  • Restore to normal service / operation as quickly as possible within agreed SLA periods with minimum disruption to the business
  • Trends, tracking and analysis
**Service Requests

  • Deliver on all Service Requests within the Specified Service Level*
  • Maintain and manage effective execution of Request fulfilment process
  • Ensure requests are resolved within the agreed service level target
**Problem Management

  • Root Cause of Incidents are Investigated*
  • Maintain and manage effective execution of the problem management process
  • Ensure ongoing compliance to the Problem Management policy
  • Identify the root cause of reoccuring incidents to proactively reduce the number of incidents
**Knowledge Management

  • Manage the Service Desk Knowledge in a structured manner that allows for easy access*
  • Store all relevant Service Desk knowledge in a logical document storage structure for easy access to the Service Management team
**Configuration Management
- manage the Configuration Management Database (CMDB) to ensure that it is current and accurate*
  • Manage and maintain process(es) that updates the CMDB
  • Ensure that regular audits are performed to ensure the integrity of the CMD
  • Document CMDB standards and architecture to ensure scalable a solution
**Vendor Management

  • Management of Vendors to sufficiently support and achieve the Agreed Service Levels*
  • Ongoing management of strategic partners and vendor to perform in accordance with agreed service levels
  • Implementation of vendor scorecards to measure compliance with company expectation.
  • Ensure that company service levels are aligned with strategic partner and vendor service agreement.
  • Conduct half yearly reviews of strategic partners and vendor contracts to ensure service levels are measurable and enables consistent delivery of expected service level
  • Manage portfolio of Supplier Contracts
  • Analysis of monthly performance reports
  • Identify opportunities for improvement
  • Track supplier progress against improvement plan
**Change and Release Management

  • Manage Changes and release to the ICT environment to reduce impact to the business*
  • Maintain and manage execution of the change and release management process to manage the impact to the company production environment.
  • Maintain the company systems maintenance window
  • Ongoing identification and set up of standard changes with Company ICT.
  • Ensure ongoing compliance to the change and release management policy.
  • Implement and Enforce a Change Management Policy
  • Responsible for change control management
  • Ensure that all stakeholders are familiar with, and adhere to the Change Process
  • Take corrective action against staff who deliberately bypass the Change Process
  • Assess Major Change Proposals
  • Liaise with Business Owners to understand the impact and urgency of changes and then prioritise business expectations
  • Classify qualifying changes as ?œStandard Change? for inclusion into the catalogue of Standard Change.
  • Maintain and publish a Master Release Schedule by coordinating delivery schedules with all project

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