Consultant: Service Operations (Problem Management) at SITA SOC (Ltd)

Purpose of job 

• To lead, develop, implement, optimize and influence service delivery by applying Service Management business technology, information, solution and support architecture aligned to Service Operations based on the ITIL Service Lifecycle, relevant ISO standards and COBIT Governance to Government enabling effective service management, to support the management of BAs, SLAs, OLAs and underpinning contracts. 

Key Responsibility Area 

• Management and Process ownership of ITIL Life Cycle stage (Service Operations- Problem management) relevant to all types of incidents, requests, events, access and problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery. 
• Plan, organize, lead and direct all components of ITIL Life Cycle stage (Service Operations – Problem management) relevant to all types of incidents, requests, events, problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery 
• Develop compliance measures for ITIL Life Cycle stage (Service Operations – Problem management) relevant to all types of incidents, requests, events, problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery 
• Develop and implement policies, procedures and standards for ITIL Life Cycle stage (Service Operations – Problem management) relevant to all types of incidents, requests, events, problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery 
• Training / Awareness and guidance of human resources who are functionally involved in ITIL Life Cycle stage (Service Operations – Problem management) relevant to all types of incidents, requests, events, problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery. 
• Resource Management. 

Qualifications and Experience 

• Minimum: 3-year National Diploma or Degree in IT or related fields and ITIL Foundations Certification. Experience: 5-6 years’ experience in Service Management principles aligned to good practice methodologies,  development, implementation and application of the good practice methodologies related to Service Operations, i.e. (ITIL, COBIT, ISO), team leadership and project management principles and Customer Service Level and Relationship management. 

Technical Competencies Description 

• Knowledge of: Policy and processes development and implementation. Understanding of IT Service Operations aligned to ITIL good practice methodology, TOGAF enterprise architecture framework, COBIT Governance and ISO 20000 standards. Understanding continual improvement through service/process monitoring and evaluation. Understanding and practice of Project Management.