IT Service Delivery Manager

3 months ago

Johannesburg, South Africa FirstRand Full time

Job Description

Hello Future IT Service Delivery Manager

FNB Connect and Service Provider is looking for a dynamic and highly skilled IT Service Delivery Manager to join their team. The successful applicant will be responsible for ensuring the effective delivery and ongoing enhancement of IT services within the telecommunications sector. This role is crucial in overseeing the performance and reliability of IT systems, ensuring they align with the company's strategic goals and deliver exceptional mobile experiences. The IT Service Delivery Manager drives operational excellence by balancing innovation with rigorous security and reliability standards. Key responsibilities include leading continuous improvement initiatives, managing stakeholder relationships, mitigating risks, and ensuring compliance with industry regulations. By providing technical leadership and fostering collaboration, the IT Service Delivery Manager supports a robust IT infrastructure that adapts to evolving demands and maintains high-quality service for customers.

Are you someone who can:

- Manage relationships with external vendors and service providers, including negotiating contracts and performance management.
- Get involved in the evaluation of new technologies to meet the Business Unit's Strategic goals.
- Has proven ability to handle high-pressure situations and manage crises effectively to ensure mínimal impact on service delivery.
- Ensure that proactive monitoring and ITSM resolution standards are documented in implemented.
- Ensure incidents are classified and raised according to their severity impact.
- Continues communication of incidents to the Business Unit until the issue has been resolved.
- Set up and facilitate war-room technical escalations sessions with all impacting parties.
- Ensure issues are raised and standards are always followed within agreed SLAs.
- Perform root cause analysis for problems and provide a workaround to ensure business continuity.
- Participate and conduct regular Disaster Recovery and IT audits for all our estates.
- Ensure we have mínimal disruptions and restore services within agreed service level agreements (SLAs) through active participation in war room sessions.
- Has the ability to manage and optimize the IT service delivery budget, including forecasting and cost control.
- Set up service level agreements (SLAs) with internal departments to ensure clear expectations and accountability.
- Experience with managing significant changes in IT services or infrastructure, ensuring mínimal disruption and effective communication.
- Build and maintain an active communication channel with all business and external stakeholders.
- Keep the Business unit informed on any outages impacting our customers.
- Consolidate actions taken to resolve the incident and produce an RCA report.
- Drive Incident Management and Change Management meetings.
- Ensure all changes have an effective implementation plan, rollback plan and test plan, risk, and impact analysis for critical or complex changes.
- Ensure regular updates to the disaster recovery and business continuity plans to reflect changes in the business environment and IT infrastructure.
- Ensure that there is a comprehensive disaster recovery plan in place that outlines the steps to be taken in the event of a disaster.
- Review and refine performance indicators (KPIs) for IT operations that support business objectives.
- Present Technical roadmap at monthly Tech Manco and Delivery Manco forums.
- Has familiarity with industry regulations and standards related to telecommunications and IT service delivery, such as GDPR, SOX, or PCI-DSS.

Additional Requirements:

- Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service-level management.
- Have strong interpersonal and communication skills to build and maintain relationships with clients.
- Ability to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
- Have leadership qualities to guide and motivate the technical team members with delegation of tasks, providing clear directions, and inspiring collaboration.
- Oversee multiple projects or initiatives through planning, organizing, and coordinating resources, and ensure the teams align to project timelines and deliverables.
- Can analyse complex situations, identify problems, and propose effective solutions.
- Be a critical thinker with the ability to make decisions quickly to address service-related challenges.
- Have a mindset of continuous improvement by proactively identifying areas for improvement, implementing process enhancements, and driving efficiency in service delivery.
- Having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in under

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