Service Domain Lead: Collaboration

3 weeks ago

Durban, South Africa SHARON NUROCK RECRUITMENT CC Full time

**The Person**:

- Bachelor's Degree or relevant IT qualification.
- ITIL (Service Management Certificate) qualified (pref).
- Min 5 years+ specific experience managing 'œday-to-day' delivery of the contracted services at large complex Global organisations.
- Experience in Office 365 management and Cloud enabled collaboration.
- Experience managing outsourced service providers.
- Sound Change Management experience.
- Experience in writing technology standards and services and SLA's and Operational Level Agreements.

**Competencies**:

- Excellent interpersonal, communication skills (verbal and written) and facilitation skills.
- Proven track record in building and maintaining effective relationships, with the ability to influence internal and external stakeholders.
- Demonstrated track record in delivering results and meeting business expectations.
- Adaptable and responsive to change, with the ability to problem-solve effectively.
- Self-driven, with the ability to work proactively and independently.
- A strong team player.
- Advanced proficiency in MS Office.
- Willingness to travel into all areas of operation and vendors, within and outside SA.

**The Job**:

- Own and maintain the Collaboration and Communication strategy, standards and architecture.
- Own and maintain the investment roadmaps, including specifically O365.
- Custodian of the Group's collaboration and communication assets (Software, Services, VC, etc.).
- Ensure remote and flexible work practises are managed and supported.
- Drive adoption of cloud enabled collaboration and communication standards.
- Negotiate, approve, and manage services to agreed SLA's.
- Negotiate and approve with both the business and vendor any Service Level Requirements for new services.
- Support the development of customer demand plans for end user computing and mobile services.
- Document/specify the services, including business justification, following corporate guidelines and format.
- Ensure the effective implementation of technology standards in the End User Computing and mobile technology environment.
- Identify and contract various component parts necessary to deliver the services through Operating Level Agreements.
- Negotiate, approve and maintain the Operational Level Agreements between vendors.
- Ensure that changes to services are reviewed & approved by business end users, implemented, communicated to vendors and are built into contracts.
- Responsible for the overall co-ordination, direction and evaluation of the operations of End User Computing services, including mobile technology.
- Ensure the performance of the systems through the monitoring of performance and system configuration.
- Oversee the effective resolution of incidents.
- Drive continuous service improvement(s) to maximise the effectiveness and quality of End User services.

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