IT Service Delivery

6 months ago

Durban, South Africa RCL FOODS Careers Full time

**Vector Logistics,** a leading supply chain and logistics company headquartered in Durban, South Africa, is on the lookout for an experienced **IT Service Delivery and Projects Analyst **join our innovative and high-performing team. With a rich history and a commitment to excellence, Vector Logistics is at the forefront of providing cutting-edge solutions to meet the evolving needs of businesses across South Africa.

The **IT Service Delivery & Projects Analyst** key objective is to ensure the IT operational service are delivered to enable the day to day running of the Vector operations. A key element of the operational IT includes the IT support services and allocation of support for the full Vector wide IT landscape. Focus on customer satisfaction, high service delivery, meeting SLAs to deliver quality functional operational IT.

The logistics environment requires ongoing IT investment and operational flexibility enabled through delivery of IT technology and infrastructure projects. The role requires enablement of IT infrastructure projects to be delivered within agreed timelines, to a high standard of quality and within budget. To provide continuous service to the entire business (all Vector sites and depots (including 3rd party sites where applicable)) with the relevant level of support and efficiency. Deliver operational IT infrastructure projects to ensure delivery on time within scope and budget.

**Duties & Responsibilities**:
**Main Responsibilities**

**Vector IT Service Delivery**
- Manage the delivery of IT support services and allocation of support for the full Vector wide IT landscape.
- Ensure continuous customer satisfaction, cost minimization, and experience maximisation.
- Proactively manage and report on operational IT SLA’s
- File periodic reports to top management on the performance of the team, customers complain, and suggestions on how to improve on service delivery.
- Maintain database of all IT assets including PC’s, Laptops, Printers, Scanners, AP’s, Networking equipment, etc. to ensure the business IT register is fully updated for management and support purposes.
- Develop and implement policies and procedures for electronic data processing and computer systems operations and development.
- Meet with departmental managers to discuss system requirements, specifications, costs, and timelines.
- Identify and prepare hardware for disposal when appropriate.
- Manage IT services sourced from within the company or from 3rd Party service providers.

**IT Infrastructure and Operational IT Project Management**
- To establish, implement, develop, and control best practices for project management across all operating entities for IT operational related projects.
- Develop and maintain an appropriate IT infrastructure that supports the needs of the business and provide technological support to the organization across all sites, e.g. desktops, printers, phone/PABX, projectors, servers, bandwidth, server capacity, LAN, and WAN, etc.
- Involved in the scoping development and execution of an enterprise-wide disaster recovery and business continuity plan.
- Define how the scope, goals, and deliverables of Technology & Application related projects should support business goals, in collaboration with senior management.
- Support project initiatives, including identifying and analysing preliminary business needs, time and resource estimates, defining the project scope and objectives, and getting business user sign-off.
- Ensure project scope and business benefit is clearly defined and understood across the stakeholder base.
- Serves as the point of escalation for all complex or unresolved Data and IT queries/incidents and complaints.
- Review and assess future hardware and software requirements to satisfy IT business needs.
- Maintain current and accurate inventory of technology hardware, software and resources.
- Implement architectural designs and solutions to support business strategic objectives.

**IT Service Desk Experience Management**
- Proactively identify risks and opportunities of both business and technical plans; identify risk mitigation strategies and contingency plans for all identified risks.
- In conjunction with the project sponsor and Technology & Application Project Managers, provide a detailed plan of how project risk will be managed or eliminated.
- Provide a weekly IT Portfolio level status report with major risk factors when the mitigation approach impacts the project timeline, budget or objectives.
- Facilitate and co-ordinate the external IT General controls review.
- Co-ordinate appropriate audit responses and ensure appropriate corrective action and mitigation plans are implemented and executed on.
- Ensure consistency of IT General controls are applied across all Vector operating entities where appropriate.
- Ensure IT Policies and Procedures are updated, maintained and aligned with Audit recommendations and IT Governance and security best practices.

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