IT Service Delivery Manager

 

Recruiter:

HR Genie

Job Ref:

LM_SDM

Date posted:

Tuesday, May 17, 2022

Location:

Johannesburg, South Africa

Salary:

Market related


JOB SUMMARY:
The successful incumbent will have the opportunity to work in an exciting environment with a fresh c

JOB DESCRIPTION:

Role:

The successful incumbent will have the opportunity to work in an exciting environment with a fresh challenge to implement an IT service model and ITSM solution. The successful incumbent will also assume responsibility for IT service delivery and service performance to internal business units.

Key Responsibilities:

  • Collaborate with various IT functions to formalise and operationalise a service delivery framework, an integrated set of ITSM processes and CMDB based on ITIL and industry best practices.
  • Engage with ITSM vendor and project manage the implementation and operationalisation of an ITSM platform.
  • Train ITSM stakeholders on IT and Cloud service processes and the ITSM platform.
  • Formalise and implement vendor SLAs and internal OLA’s to align, and manage and coordinate IT service delivery to business units effectively and efficiently.
  • Monitor and ensure services are delivery in accordance with SLA and OLA performance objectives and targets.
  • Act as the single point of contact and assume full responsibility for the IT/Cloud Service Catalogue and business unit requests for IT/Cloud services:
    • Prioritise, action and balances service tasks to keep multiple service requests on track
    • Mobilise and coordinate IT and Cloud operational resources required to fulfil service requests relating to incident management, event management, problem management, change management, general IT and Cloud platform service requirements, etc.
    • Escalate unresolve issues to management.
  • Frequently engage with business units to:
    • understand business unit dynamics and changes, and to develop and maintain effective and trusted relationships
    • conduct OLA performance reviews, and discuss their expectations in relation to service requirements, priorities, and delivery timeframes
    • monitor satisfaction with service delivery and identify opportunities for improvement
    • resolve issues and concerns, and agree actions plans
  • Frequently meet with external IT service providers to review & discuss SLA performance.
  • Work closely with internal IT and Cloud operations team leaders to establish strong relationships, and ensure appropriate and seamless support and cooperation from their teams.
  • Monitor and drive adherence to ITSM processes.
  • Lead and proactively drive ITSM maturity through process refinements, optimisation, and automation.
  • Use ITSM data analytics and management information dashboards to proactively drive service delivery objectives, quality, and improvements
  • Stay abreast of global ITSM service trends, developments, and practices and make recommendations to management.
  • Support and provide evidence/documentation to internal audit and IT risk management on ITSM processes and compliance audits, as and when required.
  • Contribute to IT budget and operational resource planning.

Required Knowledge and Experience:

  • A minimum of 10 years’ experience in IT operations
  • A minimum of 6 years’ hands-on experience in IT service management, preferably in the financial services industry

Educational Requirements:

  • ITIL V3/4 and Project Management (PMP/Prince) certifications
  • IT Diploma or degree preferable

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

Similar jobs you might be interested in:

IT Service Delivery – Infrastructure
Location: Johannesburg
Salary:
46 days ago


IT Service Manager
Location: Midrand, Gauteng
Salary: R750 000 - R850 000 per annum
it service manager
35 days ago


ServiceNow ITSM Practitioner Implementer
Location: Johannesburg
Salary: Market Related Monthly
Position OverviewThe serviceNow itSM Practitioner Implementer will play a critical role in configuring, customising, and implementing serviceNow itSM and CMDB solutions to support their internal it service management processes and operational workflows. This role is focused specifically on the itSM and CMDB modules within serviceNow, ensuring that internal it services are well-managed, incidents a...
3 days ago


ServiceNow ITSM Practitioner Implementer
Location: Midrand
Salary:
3 days ago


Service Delivery Manager (SDM)
Location: Midrand
Salary:
17 days ago


Senior Manager: Business & Technical Services
Location: Midrand
Salary:
23 days ago


Operations Manager
Location: Johannesburg
Salary: 0000
Develop and implement plans for the section that support Pension Administration services and the company’s objectives, ensuring optimisation of current business and workflow processes
1 day ago


SAP Business Partner (Cape Town)
Location: Johannesburg
Salary: 0000
The SAP Business Partner will be responsible to manage the overall SAP solution ecosystem at the company. The role is primarily involved in the plan and build phases (with reference to the Plan | Build | Run model of it application management).
1 day ago


Digital Specialist Sports
Location: Johannesburg
Salary: 0000
Reporting to Marketing manager- Sports: To design, create and deliver marketing programs to support expansion and growth of the company services and products.
2 days ago


Actuary Graduate
Location: Centurion
Salary:
2 days ago


Create a free job alert for IT Service Delivery Manager in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions