Ict Service Delivery Analyst

**_ Equity Statement :Preference will be given to suitably qualified Applicants who are members of the_**
**_designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating_**
**_Division._**

**_ Alternative Application Methods: (Completed Curriculum Vitae to be submitted)_**

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**_ Operating Division : Transnet Corporate Centre_**

**_ Position Title : ICT Service Delivery Analyst X4_**

**_ Employee Group : Permanent_**

**_ Department : TA-Corp Service_**

**_ Location : Various Locations_**

**_ Reporting To : Snr Specialist:Strat,Grwth,Res,ICT&Sust._**

**_ Grade Level : G_**

**_ Reference Number : 6014365_**

**_ Position Purpose:_**
- Support and maintain the portfolio of IT services within the service lifecycle management processes, focusing on IT

operations, and create and maintain a catalogue of services offered
- Perform functions of the service desk by providing technical support and assistance for the designated region as required
- Analyse, review and measure service level performance against agreed service level agreements (SLAs) with the business

as well as with external service providers
- Work closely with the business and ICT vendor management to negotiate and agree on service level requirements of any

proposed new services and changes to existing services. Works with internal teams to improve overall service delivery and
- performance

**_ Position outputs:_**
- Establish and promote the service helpdesk function to employees and act as the point of contact for assistance required in

the designated region
- Provide technical support and assistance to employees to resolve computer problems related to software and hardware
- Support and maintain the portfolio of IT services within service lifecycle management processes, focusing on IT operations,

and create and maintain a catalogue of services offered
- Ensure effective IT services support in accordance with Transnet’s blueprints
- Develop Service Catalogues while keeping up-to-date with emerging technologies
- Manages and monitors Service Requests including Escalation processes;
- Report all non-compliance and other service-related issues
- Ensure that service reports are produced for each customer service and that breaches of SLA targets are highlighted,

investigated & actions taken to prevent their re-occurrence
- Manage processes around the provision and management of ICT services
- Translate more complex business problems into sound technical solutions and provide service leadership. Responsible for

conducting the service performance and management of the business IT services
- Define proper metrics and KPIs in collaboration with the business and service providers to evaluate performance levels and

service delivery quality
- Produce regular reports on service performance and achievement to ICT management
- Organize and maintain the service level review process with the business and service providers. Initiate any actions

required to maintain or improve service levels
- Act as the liaison for tracking, communicating and managing temporary changes to service levels
- Ensure that vendors understand TA ICT services and the Transnet Academy landscape
- Identify means to improve IT service quality within established boundaries
- Implement and manage quality improvement processes in service delivery management
- Document relevant policies, standards, processes and procedures relevant to the improvement of service delivery and

performance
- Create an understanding with employees of the role of IT service management in improving IT services offered
- Work with service providers to improve processes in order to increase productivity and efficiency
- Research, assess and recommend processes able to increase efficiency and effectiveness
- Build and maintain sound relationships with relevant stakeholders

**_Qualifications & Experience:_**
- Bachelor’s degree in Information Technology, Computer Science or other related field
- At least 5 years experience in ICT including areas such as ITIL, Lean Six Sigma and CMMI or COBIT
- Experience in providing IT helpdesk support, developing service management procedures and managing service lifecycle

improvement
- Possess knowledge and expertise in IT service life-cycle management models and frameworks, e.g. ITIL, and process

improvement frameworks, e.g. Six Sigma, TQM (Total Quality Management)
- Require sound project management skills with a results-oriented, pragmatic approach to problem solving and service

delivery
- Sound relationship management skills are required
- Requirement of trust and honesty in the handling of finances as per the National Credit