Head: IT Service and Operations at JD Group

Job description

Job Purpose 

This position is responsible for analysing and translating business and IT requirements into an IT service and operations strategy to achieve business objectives in an efficient, sustainable, agile, and adaptable manner. 

Key Dials 

• Analyse industry trends to formulate, develop, document and maintain the IT service and operations strategy and implementation plan, providing thought leadership and subject matter expertise to contribute to the Group IT strategy. 
• Proactively manage risk within IT service management and operations by ensuring policies, processes and procedures are aligned to established governance principles; strategically managing partnerships with vendors and service suppliers in line with short and long term objectives and effectively managing costs. 
• Ensure consistent delivery of service management support using available resources to deliver against agreed SLA's and lead the on-going development of new service management and operations solutions 
• Ensure that service reporting (calls, problems, incidents) is produced in a timely manner and aligned to the agreed communications plan for all relevant stakeholders. 
• Build and maintain relationships with business and portfolio stakeholders across Group IT, to define and implement a continuous improvement plan and drive collaboration within the organisation. 
• Effectively manage self and team to deliver on agreed individual and team objectives. 

Education and Experience 

• Grade 12
• 3 year IT related degree 
• Post-graduate qualification (advantageous) 
• Certified in ITIL, Prince II 
• Certified in TOGAF, COBIT, Agile Methodologies (advantageous) 
• 5+ years in a service management role in a large-scale and diverse environment 
• 10+ years’ experience in service portfolio and continuity management, including configuration, deployment and release management 
• Experience in service and operational strategy development and implementation 

Required Job Competencies 

• Knowledge and application of relevant IT best practice (especially with regards to Service and Operational Management) 
• Expert knowledge of complex IT environment (technical, security, business) 
• Knowledge of technology development life cycle methodologies 
• Expert knowledge of IT Service Management principles and frameworks (ITIL 3) 
• Knowledge of retail industry models 
• Knowledge of appropriate / relevant legal frameworks 
• Advanced knowledge of compliance and IT governance 
• Stakeholder management 
• SLA management 
• Driving and enabling change 
• IT Asset management 
• Building and managing high performance teams 
• Excellent written and verbal communication skills 
• Project & programme management (including methods and tools) 
• Financial acumen 
• Negotiation and conflict management