IT Services Delivery Manager/ Head of Managed

3 weeks ago

Johannesburg, South Africa IT Ridge Technologies Full time

The purpose of the role:
Main Responsibilities:

- Plan, design and guide the support operations strategically and manage the client experience as it relates to the products and services that we offer
- Own the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
- Own the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
- Co-design internal SLAs and KPI's along with peers in IT and business representatives.
- Monitor and audit service delivery; ensuring processes are in place and followed.
- Arrange service review meetings.
- Contribute to IT budget and resource planning.
- Contribute to the long-term IT roadmap and strategy.
- Support clients in identifying and coordinating inbound business demand for new solutions.
- Work closely with the clients and development teams on problem management.
- Own and improve the client experience that is offered by our company, including being the escalation point for stakeholders and clients
- Work with the key stakeholders to enhance the client support service delivery and client satisfaction through the development and implementation of a client service strategy which follows ITIL market standards e.g. services catalogue/portfolio, change management, systems status updates
- Monitor trends and changes to understand how to improve the client satisfaction levels using the latest methodologies. Ensure communication takes place both upwards and downwards across all areas of responsibility
- Overall responsibility for the day-to-day management, recruitment, and retention of the Support Team including personal development, training, mentoring, wellbeing, escalation points, holding regular team meetings and reporting of staff changes
- Overall responsibility to ensure the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks and conduct.
- Work with the company and clients to develop continuity and disaster recovery plans
- Plan, prioritise and implement changes to the support systems following ITSM and Risk management best practices

Experience Required:

- Able to coach and develop team members in implementing service management standards and processes.
- 5+ years' experience of managing Software Service Delivery teams
- Experience of pragmatic implementation of the ITIL framework in a similar sized organisation
- Software Development Project Management
- Evidence of a strong technical experience in ‘service delivery’ or ‘project/solutions delivery
- Be able to demonstrate experience of project delivery from conception to implementation
- Experience with third
- and fourth-line incident and problem management

Skills Required
- Builds and maintains strong stakeholder relationships.
- Knowledge of the ITIL framework
- Software Delivery Lifecycle management
- Good personal management skills including good interpersonal and communication skills,
- patience, and the ability to interact with people at all levels offering assurance where necessary.
- Ability to deliver a vision with a diverse team of individuals
- Have very high standards of customer care and be insistent that these are maintained by your team
- Ability to maintain objectivity and awareness of entire projects as well as an ability to work on finer detail and process
- Initiative
- Resourceful and knowledgeable
- Excellent oral and written communication skills
- Attention to detail at all levels of a project
- Ability to meet deadlines and work under pressure
- Have a methodical approach to diagnosing and resolving faults

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