Service Delivery Manager

**Purpose of the Job**:
To manage the delivery of IT services to business stakeholders by collaborating with IT Business Partners and relevant vendors to define, agree and set service level agreements (SLA), operational level agreements (OLA) and underpinning contracts (UC) to drive IT service delivery excellence in support of achieving business objectives and customer satisfaction.

**Who You Are**:

- Experience in IT Service Level Management and are passionate about IT service management, people, achieving results, and adding value to the organization.
- You possess excellent relationship-building skills, with a strong ability to influence, manage conflicts, and effectively plan and organize tasks.
- You have a reputation for being analytically assertive and consistently achieving results in IT service management.

**What you'll have done before**:
Baseline:

- NQF Level 7 (Degree in IT or related field) or equivalent experience
- Relevant ITIL or equivalent best practice certification
- 8 years’ experience in IT Service Level Management
- 5 years’ experience of using industry best practice ITSM enabling toolsets
- Experience with managing underpinning Contracts (UC) with external vendors

Advantageous:

- Hons or Master’s degree in related field
- Cobit certification
- Lean Six Sigma certification
- Project Management
- Management of Change
- Data Analytics

**Exciting challenges you might face in the role**:

- Creative problem-solving and communication skills to ensure all stakeholders understand and utilize the service catalogue effectively.
- Orchestrating seamless collaboration among multiple teams and stakeholders, ensuring clarity and unwavering accountability.
- Staying abreast of best practices and technological advancements, and continuously improving processes to drive performance and enhance service outcome.
- Meticulous attention to detail and the ability to navigate complex governance requirements, ensuring that the team and vendors adheres to high standards.
- In depth understanding of business needs and the ability to negotiate and balance these needs.

**What you'll be doing**:
**IT Service Level Management Strategy, Governance, and Design**

Develop a customer-focused IT Service Level Management (SLM) framework by:

- Documenting and communicating the IT service catalogue and establishing a RASCI matrix for IT service delivery roles.
- Maintaining IT SLM standards and guidelines, providing a framework for service configuration in the ITSM toolset, and supporting Business Partners in developing SLM KPIs.
- Ensuring compliance with ITSM process controls and facilitating ITSM audit requirements.

**IT Service Level Agreements**

Manage SLAs with IT customers by:

- Collaborating with IT Business Partners and stakeholders to define service delivery attributes.
- Aligning customer SLA requirements with OLAs and UCs, and recommending best practices for SLA design.
- Gathering feedback from IT Business Partners and customers, and acting as a liaison during major incidents.

**Operational Level Agreements**

Manage OLAs with internal IT teams by:

- Collaborating to understand business SLA requirements and agreeing on service delivery roles.
- Assessing the impact and cost of SLA requirements on OLA delivery capacity.
- Leading weekly delivery team feedback meetings.

**Underpinning Contracts**

Manage UCs with external vendors by:

- Ensuring contract terms support IT SLA delivery.
- Providing feedback on vendor performance for annual evaluations and communicating issues.
- Attending vendor service review meetings to ensure understanding of non-delivery impacts.

**Insights on IT Service Level Management Performance**

Provide performance insights on SLAs, OLAs, and UCs by:

- Using analytical insights and feedback to resolve performance gaps and inefficiencies.
- Tracking performance against KPIs and reporting to stakeholders.
- Reviewing compliance with service standards and identifying improvement opportunities.

**Stakeholder Engagement**

Regularly engage with stakeholders to provide insights on service level management and use feedback to inform strategy and identify improvements.

**Job Advert Closing Date**: All job adverts close five days after date posted

**Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.**

**Important Information**:

- The appointment will be made in line with Engen's Employment Equity Strategy.
- Engen reserves the right not to make an appointment.

**Job Segment**:Lean Six Sigma, Six Sigma, Manager, Management