Manager: Service Operations

2 months ago

Bellville, South Africa University of the Western Cape Full time

The UWC’s Information and Communication Services (ICS) Department play a pivotal role in delivering ICT services that enable and support the University’s strategic goals and objectives. ICS, in line with supporting the Digital Transformation Strategy of UWC and meeting the objectives of the University Institutional Operating Plan (IOP), offers an exciting opportunity for a **Manager: Service Operations **in the ICS IT Operations and Services Support unit:
**The key role and responsibilities of the position include but are not limited to**:

- The key processes relevant to ICS include but not limted to, Incident Management, Problem Management, Change Management, Release Management, Asset Management, Request fulfilment, these require maturation,
- Play a leading role in embedding a culture of Continual Service Improvement with high quality standards,
- Review internal approaches, systems and processes and where appropriate recommend and lead change programs to drive improvement,
- Responsibility for the Configuration Management System,
- Ensure all transformation projects adhere to a strict change control process to minimise any adverse effects to the working environment and end users,
- Accountable for maintaining the integrity of IT system environments by ensuring adherence to strict release and change processes by development and support teams throughout the release cycle,
- Coordinate with relevant parties to adhere to Change processes during building, testing and implementation phases in accordance with schedules,
- Maintain the Change log with all progress that occurs, including any actions to correct problems and/or actions to improve service quality.
- Review all implemented Changes to ensure that they have met their objectives and quality criteria,
- Liaise with interdisciplinary teams including auditors to ensure adherence to Service Operation functions and processes.

**Minimum Requirements**

**Requisite Education and Experience**:

- A B-degree in Computer Science, Information Systems, Management; or equivalent experience in ITIL process functions,
- Minimum ITL V3 Foundation certification,
- A minimum of 5 years’ proven track record in successfully managing ITIL framework processes within an enterprise ICT environment,
- Proven experience working with Mid-range to Enterprise level Infrastructure and Application Development & Support teams,
- Experience in IT Impact and Risk Assessment.

**Preferred Knowledge and skills**:

- Experience in Change, Incident, Release, Problem, Asset Management and request fulfilment,
- Experience in Project Management,
- Experience in coordinating delivery of service Operations tasks.

**Requisite Abilities and Skills**:

- Proven track record of successfully managing the ITIL Framework processes within an enterprise ICT environment,
- Excellent abilities in public communications and consensus building,
- Acting as a positive change agent within the ICS department and the broader UWC community,
- Facilitating stakeholder meetings effectively,
- Holds regular status meetings with project team, business sponsor, It Operations and Services unit, Applications Unit and other stakeholder groups,
- Change agent to regularise ITIl processes within ICS and other departments,
- Delivers engaging, informative, well-organized presentations,
- Resolves and/or escalates conflicts / issues in a timely fashion,
- Understands how to communicate difficult/sensitive information tactfully,
- Understands Internet, Intranet, Extranet and client/server architectures.

**Core Competencies**:

- Ownership / Accountability,
- Strong Analytical & Judgement Skills,
- Analyse, investigate and resolve complex IT queries, where there are a range of options,
- Accurately follow documented procedures,
- Ability to form strong peer relationships,
- Able to work with diverse teams with tact and discretion,
- Ability to work to deadlines,
- Drive for Quality and Results,
- Excellent interpersonal communication skills,
- Ability to clearly communicate very detailed IT information to peer groups,
- Customer Focus,
- Report Writing,
- Self-Development.

**Disclaimer**:
The above is intended to describe the general nature and level of work performed by the successful incumbent. It is not to be construed as an exhaustive list of all responsibilities, duties and skills required of staff in this role. All staff may be required to perform duties outside of their normal responsibilities from time to time, as needed.-
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