IT Service Delivery Manager

2 weeks ago

Cape Town, South Africa Deka Minas (Pty) Ltd Full time

We are recruiting for an ambitious IT Service Delivery Manager to build and mature our clients' IT Service Delivery model. We have existing 1st line technical support and service desk
excellent leadership skills and solid management experience backed by strong technical skills.

**Duties and Responsibilities include, but is not limited to**:

- To manage Service Delivery teams and responsible for monitoring all procedures related to identification, prioritisation, and resolution of incidents, including the tracking and coordination of service desk functions.
- Establish a good understanding of the macro technology landscape that is supported, and the stakeholders responsible for various technologies.
- Create and maintain reporting mechanisms for service delivery processes. Analyse results, make recommendations for support process improvement and implement changes.
- Engage with internal stakeholders to define SLAs that take business needs and capacity into account. Implement the SLAs and measure performance against them.
- Being a single point for escalation within the function and ensuring that escalations to teams with specialised skills are done smoothly based on pre-agreed SLAs.
- Work closely with other IT Leaders to ensure they understand resourcing needs on which SLAs are based.
- Build a strong team through inspiring leadership that motivates staff.
- Plan and develop staff recruitment and liaise with Human Capital.

**Qualifications and Experience**:

- Minimum 5 years management experience in a service delivery role - Essential
- Minimum 10 years’ experience in a technical IT role - Essential
- Experience in implementing and driving best practices frameworks both in terms of technical service delivery.
- Experience in reporting and highlighting actionable insights from data.
- Experience in collaborating with Business Stakeholders and various IT staff.
- BSc Computer Science Degree, IT Diploma, MCSE, CompTIA Certification or similar - Desired
- Knowledge of ITIL or similar frameworks - Essential
- Knowledge of IT service management (ITSM) tools and processes - Essential
- Knowledge of IT service management SLAs - Essential
- Agile Methodology Experience - Desirable

**Attributes and Skills**:

- Excellent team player.
- Initiative taker with strong sense of personal ownership.
- Ability to prioritise between important and urgent matters and take decisive action.
- Passionate about knowledge sharing and mentoring colleagues and peers.
- Enthusiasm and can-do attitude.
- Attention to detail.
- Ability to multitask effectively.
- Conflict-management skills.
- Excellent verbal and written communication skills.
- Ability to rapidly learn new systems and processes.
- Passionate about personal growth.
- Self-motivated with excellent time management skills.
- Please note that by submitting your personal information to Deka Minas you free-willingly issue the business consent to make use of such data for the specific purpose of securing you either permanent or temporary employment. Our business makes use of a POPIA compliant database and you have the right to access, right to correction and right to deletion of your personal information_

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