Service Support Manager at Maitland

Job description

Summary Of The Position

The Service Support Manager is responsible for supporting the improvement of IT services that underpin Maitland’s business and meet user needs, using a set of well-defined best practices (based on ITIL).

Responsible for leading the implementation, sustainment, and continuous improvement in the IT Service Management (ITSM) processes of Incident, Problem and Change Management; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery pertaining to these processes.

This role is also responsible for providing Leadership, coaching and training as needed to help the Service Support incumbents meet their performance metrics. Communication to stakeholders is also key to this role.

The Service Support Manager Will Be Expected To

Outline of main duties and responsibilities

• Responsibility for Risk Management
• Responsibility for managing risk in the Change Management and Release Management team, by reviewing processes and ensuring that adequate controls are in place to mitigate risk;
• Monitoring the control environment & culture to ensure that controls are effective and efficient.

List key responsibilities

Your responsibilities will include, but will not be limited to, the following:

• Provide leadership, management and coaching of staff in your portfolio;
• Ensure the effective management of Incidents, Changes and Problems;
• Integrate the processes of Incident;
• Change and Problem Management;
• Own the Cherwell modules associated with your portfolio and ensure that they are optimally configured and integrated;
• Review of outstanding and implemented changes and their net effect on the services;
• Analysis of recurring incidents and a summary of outstanding problems and their respective resolution status.
• Provide
• A summary of all escalations for the month and their associated resolution/s;
• A summary of applicable SLA metrics and performance statistics;
• Produce AD HOC Reports dealing with operational issues which could include: Incident Reports sequence of events and Reason For Outage (RFO) statements;
• Own escalations and ensure that regular and timely feedback is provided to the stakeholders through the lifecycle of the escalation;
• Ensure the co-ordination and management of all technical conference calls, analysis sessions, and post incident reviews for P1 Escalations’ between Maitland resolvers, 3rd Party Vendor support teams and/or client support teams;
• Act as the Maitland service representative to stakeholders on all operational issues regarding the assigned portfolio of Incident, Problem and Change Management;
• Focus on driving down P1 calls where possible;
• Focus on driving down unauthorised changes and Changes that result in incidents;
• Focus on maximising root cause analysis;
• Provide management with root causes for decision making regarding remediation;
• Ensure that OLA’s exist between the Service Support functions and other support teams;
• Ensure feedback is received from remediation teams regarding the progress of approved problem remediation actions;
• Escalate non-co-operation timeously;
• Ensure that Technical Contact Lists and Vendor escalation matrices are kept up to date and disseminated appropriately amongst all relevant support structures;
• Provide monthly and ad-hoc management reports.

The Successful Candidate Will Have

Skills and experience required

• In depth knowledge of Service Management, specifically Incident, Problem and Change Management;
• Strong people management skills;
• Facilitation skills;
• Proficient in using the Cherwell System;
• Strong Analytical skills;
• Knowledge of critical business cycles;
• Proficient in Microsoft Office;
• Strong on documentation;
• Ability to train and develop staff;
• Good leadership skills;
• Technically proficient.

Attributes

• Lateral thinker;
• Ability to work autonomously;
• An expert in the area Service Support;
• Attention to detail;
• Good interpersonal skills;
• Very good communication skills;
• Very good writing and verbal skills;
• Good organizational and time management skills;
• Enthusiastic, self-motivated, positive, self-disciplined and a Pro-active approach in day-to-day work;
• Ability to manage stress well;
• Be a team player;
• Ability to multi-task effectively;
• Display a sincere commitment, dedication and enthusiasm.

Key Abilities/Qualifications Required

• Matric (Grade 12) Certification;
• ITIL v3 Foundation Certificate in IT Service Management;
• ITIL Intermediate Modules advantageous.
• Reporting structure

The Service Support Manager will report to the Group Information Technology Head based in Cape Town.

Remuneration level

Remuneration will be market related and commensurate with experience and seniority. In addition, the successful candidate will receive a competitive benefits package.

To apply for this role contact Gaynor Frantz>