IT Service Delivery Manager

2 weeks ago

Johannesburg, South Africa Lumen Business Innovations (Pty) Ltd Full time

**Requirements**:

- IT Related Tertiary Qualification (Degree or Diploma)
- Project Management Certification
- ITIL V3/V4 (Foundation Experience in Microsoft Office, Excel, Word, Powerpoint, and Outlook)
- Minimum of 7 Years of IT Service Delivery experience
- Ability to prioritise tasks
- Time management and multi-tasking skills with the ability to meet deadlines
- Strong attention to detail
- Critical thinking and problem solving
- Adaptability & ability to tolerate stress
- Must be able to manage a team
- SQL - advantage
- C# - advantage
- Typescript - advantage
- MS PowerBI - advantage
- Visual Basics
- advantage

**Responsibilities.**
- Implementation of ITIL Principles and Guidelines._
- Incident Management
- Problem Management
- Change Management
- Release Management
- Deployment Management
- Accountable for all Production customers._
- Accountable for customer review strategy using both NPS and CSAT formats.
- Profitability of each Account.
- Negotiations on current contracts.
- Growth in current space.
- Growth in other spaces.
- Profitability of each SLA contract.
- Monthly Account Review sessions.
- Creation of monthly Care Report template for quickest possible TAT.
- Quarterly SLA Review sessions.
- Deep dive into tickets raised to compile a full report of SLA TAT targets.
- Yearly re-negotiation of contracts.
- Stability of Production environments.
- Personal record of 120 days without a high severity issue across all customers.
- Reduced ticket count by 75% within a year.
- Accountable for all Service Delivery team members._
- Creation and Implementation of Connect Contracts for Support staff to measure KPI targets.
- Alignment with the International SFIA framework.
- Alignment with expected skills vs salary bracket.
- Staff growth and happiness.
- Pushing staff to better themselves through learning and upskilling.
- Movement of staff between departments if career paths change.
- Staff wellness program.
- Create a safe and secure work environment.
- Empathy.
- Mindfulness.
- Respect.
- Accountability.
- Staff engagement events and sessions.
- Team building events.
- Staff skills and capacity.
- Skills MATRIX was created to measure current skills vs required skills.
- Create various upskilling paths for staff.
- Break key person dependency of staff.
- Overtime policy and procedures were created to limit the number of overtime hours worked.

**Salary**: R60,000.00 - R70,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (required)

**Experience**:

- I.T. Service Delivery: 7 years (required)
- Implementation of ITIL Principles and Guidelines: 7 years (required)
- Service Delivery Team Management: 7 years (required)

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