IT Service Delivery Manager

Recruiter:

HR Genie

Job Ref:

LM_SDM

Date posted:

Tuesday, May 17, 2022

Location:

Johannesburg, South Africa

Salary:

Market related

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:

TJ 15145 - IT MANAGER (NOC) & CUSTOMER SERVICE
Location: Johannesburg
Salary: R700 000 – R850 000 negotiable
it manager (NOC) & CUSTOMER service
18 days ago

Desktop Support Manager
Location: Pretoria
Salary:
Are you a skilled it leader with a passion for enhancing user experience and driving technical excellence? Our client, a dynamic and forward-thinking organization, is seeking a Desktop Support manager to oversee their it support team and ensure the smooth operation of end-user computing environments. This pivotal role will allow you to lead a dedicated team, manage it assets, and implement best pr...
18 days ago

Business Analyst
Location: Johannesburg
Salary: 500000
Are you a strong, independent it Business Analyst with experience delivering solutions in Utility services, Payment services, Finance and/or Customer Communication Management?Here's a Fully Remote opportunity at an International Company, working EST time zone to accommodate Clients and Stakeholders in the US & Canada.
3 days ago

Marketing Manager (Agri)
Location: Johannesburg
Salary: 50000 Monthly
Marketing manager (Agri).Responsibilities include developing and implementing comprehensive marketing strategies to elevate the brand positioning, drive awareness and consideration of products and services, and support tactical sales objectives through omnichannel marketing platforms. The Marketing manager will also play a crucial role in enhancing dealer marketing effectiveness and fostering cust...
3 days ago

Toll Collections Systems (TCS) Maintenance Manager
Location: Centurion
Salary:
Company: ScenivisionLocation: CenturionReports to: Project manager / Hardware Department managerMain Job Purpose: The TCS Maintenance manager will direct, coordinate and enhance activities related to the Toll Collection Systems (TCS) on the N3TC toll route. The primary focus is on:Ensuring that preventative and corrective maintenance is done on all electronic components, toll collection...
3 days ago

Technical Manager
Location: Johannesburg
Salary: Negotiable
An exciting opportunity exists for an experienced Technical manager to join a dynamic operation, where technical expertise, operational oversight, and customer satisfaction meet.
3 days ago

Remarketing Sales Specialist - JHB - rental sales / asset management
Location: Johannesburg
Salary: Market related
Remarketing Sales Specialist - JHB
5 days ago

Senior Security Architect
Location: Johannesburg
Salary:
Our client is looking for Senior Security Architectto assist the Company with defining, designing and implementing the security architecture initiatives in line with leading practices
5 days ago

Project Manager: Cloud
Location: Johannesburg
Salary:
We are seeking an experienced and dynamic Cloud Project manager to lead and manage cloud infrastructure projects within the financial services industry. The ideal candidate will have expertise in cloud technologies, financial services, and project management. This role requires a deep understanding of cloud architecture, risk management, and compliance within a heavily regulated industry, with a p...
5 days ago

SENIOR IT SUPPORT TECHNICIAN
Location: Pretoria
Salary: Market related
Perform technical support, administrative tasks and reporting as it relates to the it Infrastructure
6 days ago

IT Service Delivery Manager

Similar jobs you might be interested in:

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

Jobseekers

Recruiter

General