Service Delivery Manager

5 days ago

Cape Town, South Africa Cape Union Mart Full time

An opportunity has become available for a **Service Deliver Manager - IT Operations** within our Information Technology Department.

We are looking for a **professional, ethical** and **influential team player** who will add value to the IT function by planning, organising and managing service delivery to the business with a big focus on IT operations for stores.

**Key Responsibilities include**:

- Design and implement service delivery platform including service desk management & reporting
- Develop, implement as well as maintain policies and procedures for IT ops & administration and associated IT projects
- Build a future proof service model.
- Participate in the development of IT strategies in collaboration with the leadership team
- Conduct research and make recommendations on products and services to support the strategic objectives of Cape Union Mart
- Establish service level agreements with business units
- Prepare all related documentation in respect of new projects related to service delivery as well as any new service contracts.
- Negotiate with vendors and external contractors to secure technology specific products and services that fit the business requirement
- Assist with the planning and deployment of technology for stores i.e. PCI / Fail-over POS units etc.
- Manage and set priorities for service delivery to stores & regional sites. Design, maintain & develop reporting model on how service can improve & be measured.
- Conduct feasibility studies for various upgrade projects, improvements, and other conversions.
- Define hardware and software standards for stores.
- Manage operational costs
- Establish and maintain regular reporting on the status and stability of service delivery in the department.
- Schedule and direct activities to resolve hardware and Software problems in a timely and accurate fashion
- Direct service delivery team activities and where necessary, conduct performance reviews in line with Cape Union Mart’s Performance Optimisation and Improvement Processes
- Manage all related team leadership activities including scheduling, motivation, and project management.

**Key Requirements**
- A relevant tertiary qualification in Information Systems
- 7 - 10 years work experience with a minimum of 5 years experience in service delivery
- 5 years managerial experience is essential (leading others)

Microsoft Office 365 Support

Microsoft SharePoint

Microsoft Exchange

Zendesk

Group Policy

Active Directory

Agile

Scrum

Training & development
- A minimum of 5 years retail experience is highly advantageous to this role
- Previous experience in the following will be considered highly advantageous:ITIL

Hardware management

Project Management

Vendor management

Staff management

File and Print services

Change Management

Incident Management

Service Request Management

SLA Management
- Valid Driver’s license and own vehicle

**Key Competencies**
- Client-centric and focused on customer service and diversity
- Results, deadline & solution focused with a strong sense of urgency
- Implement change management initiatives effectively and efficiently
- Resilient, tenacious, and adaptable in a fast-paced and ever-changing environment
- Ability to prioritize and manage your time
- Methodical, detail-orientated & accurate
- Logical and analytical thinking
- Creative and innovate
- Ability to work under pressure

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