Service Delivery Excellence Specialist

1 week ago


Cape Town, Western Cape, South Africa DLK Group Full time
Job Title: Senior IT Operations Manager

Career Opportunities at DLK Group

We are seeking a highly skilled IT Service Management professional to oversee the implementation and operation of ITSM processes within our organization. The ideal candidate will possess a relevant Bachelor's degree and an ITIL certification, along with at least five years of experience in IT Service Management within a large-scale environment.

This role is crucial for ensuring that IT services align with business needs and are delivered efficiently and effectively.

Duties and Responsibilities
  • Lead the implementation of ITIL processes across the organization.
  • Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards.
  • Collaborate with cross-functional teams to align IT services with business objectives.
  • Identify opportunities for process improvements and efficiency gains within ITSM practices.
  • Maintain accurate documentation of ITSM processes, procedures, and workflows.
  • Administer and optimize ITSM tools and platforms to support service delivery and reporting needs.
Requirements
  • Relevant Bachelor's degree in Information Technology or a related field.
  • ITIL certification (e.g., ITIL Foundation, ITIL Intermediate, or ITIL Expert).
  • Minimum of 5 years of experience in IT Service Management operations within a large organization.
  • Proficiency in ITSM tools and understanding of IT infrastructure and operations.
  • Strong analytical and problem-solving abilities to assess service performance.
  • Excellent verbal and written communication skills.


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