IT Service Delivery Coordinator at Traffic Management Technologies

Job description

Reporting to: Head of IT Operations & Infrastructure

The IT Service Delivery Coordinator oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure it service support and service delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT support team to achieve those expectations to a high standard.

Responsibilities

• Maintain high performing service support functions including and IT service helpdesk, desktop support & general services
• Owner of the iT Helpdesk ticket system
• Owner of the incident, request, change and escalation processes, ensuring high levels of
• performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the IT service delivery coordinator will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to the head of IT operations and circulate incident reports
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and as agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems & teams
• Drive internal and third party service review meetings covering it department performance, service improvements, quality and processes
• Aligning IT support resources with projects and or business demands
• Deliver presentation and audio visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Develop IT awareness services are in place to educate staff on how to use technology and collaboration technology effectively
• Work with the IT support team to continually improve the desktop and server’s environment
• Manage IT asset list and transfers to ensure that laptops, PC’s and other access devices are tracked and service history is kept up to date
• Report on Windows patching and anti-virus updates are carried out promptly and effectively
• Work with the technical team evolve standards for hardware, software and security on all platforms
• Performance & Quality; build and provide reporting on IT service performance
• Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams / departments to ensure effective dialogue between parties

Essential Qualities and Skills required

• Able to demonstrate the ability to undertake the above responsibilities
• Legally able to work in the country in which the position is based
• A passion for Service Improvement
• ITIL Qualified and or background and knowledge of ITIL disciplines
• Previous experience as a team lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Excellent people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and outside of business hours
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritize and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks

TMT is an equal opportunity employer and is therefore guided by the principles of the Employment Equity Act when considering applicants.

Please note that candidates who are not contacted within 14 days after the closing date must deem their applications as unsuccessful. Transport costs for interviews will not be paid.

Closing date: 18 July 2017