IT Service Delivery Officer

2 weeks ago


Cape Town, South Africa StaffCentral Consulting Full time

**Job Duties/Responsibilities will include**:
Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed for the optimum delivery of service

Review and optimize processes and procedures

Ensure that delivered services are fit for purpose, carrying out relevant reviews as necessary

Manage the services provided by vendors in line with defined service level agreements (SLAs), ensure that escalation protocols are in place

Responsible for end user Application support

Support Incident Management and IT in major incidents, clearly articulating business impact for the affected service(s) and acts as the primary contact and escalation point

Attend service reviews, ensuring key business points are discussed and actions agreed

Ensure that Incidents, Problems and Change are being logged, managed and resolved and that SLA's and measures are being adhered to and escalate where appropriate;
Implement and track Continual Service Improvement Plans to provide excellent service to the customer base

Work with internal governance and compliance teams to ensure that company standards are maintained for your customer service base

Become an advocate of the Service Delivery Management process across the whole organisation

Build and maintain customer relationships both internally and externally

Improve customer satisfaction according to agreed goals

Diploma Computer Science/IT

5 Years experience in IT Service Delivery

Certification in ITIL Service Management and Service Delivery modules

ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)


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