IT Service Delivery Manager
2 days ago
The IT Service Delivery Manager is responsible for the strategic and tactical direction relating to IT Service Management and Operations within the Enterprise IT function. The position combines leadership and managerial responsibilities with in-depth technical expertise. This role will own IT processes such as Incident, Service Request, Change, Problem, Configuration, Event, and Service Level Management. This role will establish and maintain relationships between IT and the business departments to ensure IT value realization and service excellence.
**Key Responsibilities**:
- Provide leadership, vision, and direction relating to the IT Service Management capability within a global context
- Accountable for the provision of policy, process, and internal standards together with supporting documentation, templates and checklists relating to the planning, design, development, configuration, and implementation of ITIL processes which will enable a fit for purpose IT Service Management capability
- Responsible for understanding the business, assisting in the prioritization of projects, ensuring that projects align with the technology that provides maximum return on investment, and support of the overall business strategy
- Develop and control the annual operating and capital expenditure budget to ensure it is consistent with the strategic and tactical objectives of the Enterprise IT function
- Implement and manage IT Service Management in accordance with governance, compliance, and quality policies and standards
- Accountable for driving technology scoping, evaluation, selection and implementations
- Accountable for designing reusable technical assets and standards to support solution development, as well as consulting with projects on how to best leverage these assets
- Hires and evaluates the performance of direct reports and provides ongoing coaching and staff development
- Create a culture of continuous learning where the current and future technology trends are well understood to guide the technology requirements of the business
- Deliver projects within agreed scope, budget and quality
- Establish dashboards and other reporting capabilities to demonstrate the performance of ITSM process areas and service level agreements to help shape IT services
- Ensure that all vendors/partners deliver on their contractual operational service levels
- Optimize Technology Services to deliver a predictable total cost of ownership (TCO)
- Matric / Grade 12
- Bachelor's degree in computer science, information systems, or related field, or equivalent work experience
- 10+ years’ experience managing IT Service Management in a large complex/matrix global organisation
- 10+ years’ experience leading teams, internal and 3rd parties in a multivendor approach
- 6+ years of Enterprise architecture experience
- Experience in guiding service design and leading service transition, service operations, continual service improvement, and roadmap development within IT Operations
- Experience in scoping, implementing, and maintaining IT Service Management (ITSM) toolsets (i.e. Remedy, SNOW, JIRA)
- Training or experienced in TOGAF 9, COBIT
- ITIL practitioner certification
- BABOK training/certification preferred
- PMPOK or Prince 2 training /certification preferred
- GDPR experience
- Experience in SOX3 or KING3/4
- Experience with ISO9001
- Experience with cybersecurity frameworks such an NIST or ISO27001
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