Service Integration Manager

2 months ago


Johannesburg, Gauteng, South Africa Logicalis Full time

Role Purpose:

The SIAM function integrates multiple service suppliers to provide customer value. Incident Managers document and implement Incident Management processes, develop KPIs, and drive stakeholder buy-in. They ensure organisational change management and implement monthly reporting for service review discussions.

Responsibilities:

  • Implement Incident Management process
  • Develop policy and process documents and review at predefined intervals
  • Develop KPIs and publish reports to provide daily, weekly and monthly performance against KPIs and SLA metrics per customer
  • Collaborate with Problem Management to analyse incident trends and reduce/prevent recurring incidents
  • Innovate process to support seamless integration with other ITIL processes
  • Ensure MIM and Incident Management integrate correctly
  • Configure Categories, priorities, services and request catalogue in ITSM toolset for correct first assignment
  • Design Incident communication templates for consistent communication at defined intervals

Key Performance Indicators:

  • Incident process implementation and adoption
  • SLA performance against agreed metrics
  • Innovate process against agreed metrics
  • Ensure Incident Reports are completed with high quality and delivered within agreed times

Person Requirements:

  • 2-4 years experience as Incident Manager (process owner)
  • 3-5 years experience as Incident Coordinator
  • Desired technical experience
  • Grade 12
  • ITIL Foundation qualification
  • Prince II advantageous

Additional Skills/Attributes:

  • Good understanding of IT infrastructure
  • Self-motivated with ability to work unsupervised
  • Attention to detail
  • Punctuality
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • Proficient analytical and decision-making skills
  • Capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
  • Proficient relationship building skills
  • Strong service-oriented culture with focus on internal customer approach
  • Good communication with customer environment
  • Able to operate as good team player
  • Drive and Energy


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