THE JOB AT A GLANCEIT Service Delivery Manager will be responsible for managing overall delivery of IT services to business with a focus on maintaining service level agreements, ensuring quality service, and managing stakeholder relationships.WHAT WILL YOU DO?Oversee IT Service DeliveryIdentify Problems and Resolve QueriesIdentify problems requiring analyses, work with IT management and support teams on the root causes, following industry standards to develop improvement plans.Advise management and support leads on corrective actions to prevent reoccurrence of problems.Drive Quality, Develop Processes and Manage SLAsPresent updated processes and procedures to relevant leads and support teamsDrive quality by working closely with support teams and service desk, understanding ticket volumes and backlog, reoccurrences of incidents, support models and use this as a base to develop a continuous improvement plan.Work with business and other IT stakeholders and negotiate, develop, and manage SLAs between IT and business according to business needs and IT capacity and capabilities.Manage quality of IT service delivery within budget guidelines and provide progress updates on issues and improvements in monthly reporting to Manager.Review and monitor the IT operations performance reactively and proactively to meet SLAs and customer requirements. Work with support and delivery leads to update existing processes and develop new ones to achieve required service levels.Risk and Compliance ManagementIdentifying all possible risks that can affect IT service delivery concerning time, cost, scope, and quality and design IT delivery solutions and processes that can accommodate relevant risks for approval by the Manager.Guide development and support teams on developing delivery models for new services that conform to IT governance, policies, and procedures.Measure and drive compliance of defined SOP's and policies associated with IT service delivery. Investigate non-compliance, variances and inefficiency and improvements and update relevant documentation.Manage relevant IT Risks.Manage IT Audits and findings.ReportingMonthly reporting to IT management on issues, escalations, and SLA'sStakeholder ManagementBuild relationships with RMA business and understand how to improve IT delivery to align with business strategy.Make recommendations to management teams on capacity, compliance, availability, and continuity management to ensure effective and timeous IT service delivery.Budget ManagementCompile and manage the ICT budget. Monitor and track financial expenses. User cost allocation for Finance department. Compliance to relevant legislationWHAT YOU'LL BRING TO THE TABLE?q NQF Level 7 Qualification in Computer Science or equivalentq NQF Level 7: Bachelor’s Degree in IT or related fieldq 5 to 7 years’ experience of which 5 must be in managerial positionq ICT operations experienceq ICT Application supportq ITIL Foundationq Sound understanding of the relevant IT Frameworks, such as COBITq Sound understanding of the relevant Service Management practices, defined in these frameworks, such as Incident, Problem and Knowledge Managementq Good working knowledge and understanding of Information- and Cyber Security as well as Data Protection principlesq Experience supervising or leading a teamClosing Date: 22 March 2024
