Srevice Delivery Lead

4 days ago

Kenton on Sea, South Africa Volkswagen Group Full time

**Job Description and Responsibilities**:

- Support IT management by measuring all elements of relevant suppliers’ services, making sure that services have assured contracts, defined SLAs, agreed KPIs, and provide support in the active management of contracts and any associated budgets, in order to ensure the necessary level of support for the business at all times.
- Monitor all incident, problem and continuity processes, including activation testing and development, to ensure they are fit for purpose, providing information and advice for clear communication to relevant stakeholders where necessary.
- Initiate action to help ensure that all system outages and issues are appropriately dealt with, identifying lessons learnt and ensuring Root Cause Analysis actions are put in place to avoid re-occurrence.
- Identify and manage risks to operational services and ensure that a risk response plan exists and is actively managed.
- Participate in identifying and implementing service improvement initiatives, including reductions in system operational costs where defined, and measure their effectiveness upon completion.
- Assist with the service transition of new or amended services into Operational Support in collaboration with other parts of Information Systems, in order to facilitate successful project completion
- Contribute to the design of, and support in, the delivery of accurate reporting against all elements of service delivery so that information is available to key stakeholders and IS senior management

**Education and Experience**:

- 3 year IT (or related) Qualification - degree or diploma (minimum).
- Motor Industry knowledge and experience

**Skills, Attributes & Other requirements**:
ESSENTIAL:

- ITIL Foundation Certification
- Have an understanding of key ITIL services (asset management, knowledge management, service desk, etc.)
- Excellent written and verbal communication
- Ability to lead a team
- Demonstrated competency in Service Delivery
- Experience in managing simple and complex service provider relationships
- Contract Management
- Setting of IT KPI’s and monitoring thereof.

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