ICT Service Centre Manager at Distell

Job description

Applicants are invited for the above mentioned position in the Information & Communications Technology Department based at Libertas in Stellenbosch. This position will report to the Group ICT Manager.

Purpose Of The Position

The Service Centre Manager will be responsible for the day-to-day service delivery run-efficiencies of ICT. This includes end-user training, application support, asset management, desktop support, as well as 1st, 2nd and a 3rd line user support and communication through the Contact Centre.

Key Performance Areas Will Include, But Are Not Limited To

• Define and agree attainable service level agreements for service deliverables with business - during working hours as well as after-hours for all ICT user support requirements;
• Manage service levels relating to the provision of service deliverables by internal teams as well as by 3rd party service providers;
• Development of training material and facilitating training interventions;
• Provide support through a global Helpdesk software support infrastructure and focussed service teams;
• Establish and manage a global user access management system support infrastructure to maintain user profiles and access to systems and services on a global basis;
• Develop policies, standards and procedures to govern service delivery;
• Communicate and inform user base of ICT events, changes and incidents;

The Successful Candidate Must Have The Following Experience/skills

• A relevant tertiary qualification;
• A sound ICT background with at least 5 years relevant experience;
• Exposure to the management of service level agreements and 3rd party services;
• Strong people management skills;
• Strong administrative ability with a high attention to detail;
• Excellent written and oral communication skills;