Incident and SLA Manager at Massmart

Summary:

• Accountable for service desk, incident and service level management and related reporting for all divisions in the Massmart group. This role is critical to ensuring rapid resolution times and system uptime for Massmart’s IT customers.

FUNCTIONS / RESPONSIBILITIES:

Operational Management

• Implement the processes for a short, medium, and long term ITSM Incident, Service Level and reporting strategy, for the entire service line.
• Champion SLA management and reporting capabilities with all Massmart internal and External stakeholders.

Service Desk Management

• Manage the Service Desk Outsource
• Manage Service Desk KPI’s
• Manage Service Desk CSI
• Manage Strategic direction
• Oversee all Service Desk Processes

Incident Management

• Accountable and responsible for the ITIL incident management discipline in Massmart
• Describe standards for incident management, reporting and metrics
• Drive all Major Incidents and P1’s to resolution, for all Massmart divisions.
• Complete Major Incident Reports and manage the process.
• Manage the Incident and request SLA’s with all resolvers.
• Improve incident resolution times across the board

Service Level Management

• Actively manage SLA compliance for all support groups, both internal and external.
• Provide standardized SLA reporting and metrics across the board.
• Improve support process to enable efficient resolution of incidents and requests
• Engage in service management forums to report on and drive SLA compliance.
• Improve SLA adherence across all banners and resolver groups

Stakeholder Management

• Regular liaison with other teams in the Service Management & Delivery vertical, Business IT and core Business Stakeholders.

Knowledge Management

• Keep abreast with latest tools, technologies and trends in the area of change management that have the potential to be deployed in Massmart
• Serve as an enabler for innovative solutions and foresee trends in technology
• Develop and enable process improvements, champion standards and operational health.
• Contribute to the knowledge base following learnings in from the disciplines associated with this role.

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position

• Relevant NQF7 qualification (Bachelor’s Degree or Bachelor of Technology/ Advanced Diploma).

Experience:

• 5+ years’ experience managing the ITIL disciplines related to this role
• 5+ years of experience in information systems operations environment
• 5+ years’ experience in incident analysis and reporting
• ITIL certified
• ISO 20000 experience