IT Service Delivery & Projects Analyst at Vector Logistics

Job Purpose

• The IT Service Delivery & Projects Analyst key objective is to ensure the IT operational service are delivered to enable the day to day running of the Vector operations. A key element of the operational IT includes the IT support services and allocation of support for the full Vector wide IT landscape. Focus on customer satisfaction, high service delivery, meeting SLAs to deliver quality functional operational IT. The logistics environment requires ongoing IT investment and operational flexibility enabled through delivery of IT technology and infrastructure projects. The role requires enablement of IT infrastructure projects to be delivered within agreed timelines, to a high standard of quality and within budget. To provide continuous service to the entire business (all Vector sites and depots (including 3rd party sites where applicable)) with the relevant level of support and efficiency. Deliver operational IT infrastructure projects to ensure delivery on time within scope and budget. 

Key Responsibilities

Vector IT Service Delivery:

• Manage the delivery of IT support services and allocation of support for the full Vector wide IT landscape.
• Ensure continuous customer satisfaction, cost minimization, and experience maximisation.
• Proactively manage and report on operational IT SLA’s
• File periodic reports to top management on the performance of the team, customers complain, and suggestions on how to improve on service delivery.
• Maintain database of all IT assets including PC’s, Laptops, Printers, Scanners, AP’s, Networking equipment, etc. to ensure the business IT register is fully updated for management and support purposes.
• Develop and implement policies and procedures for electronic data processing and computer systems operations and development.
• Meet with departmental managers to discuss system requirements, specifications, costs, and timelines.
• Identify and prepare hardware for disposal when appropriate.
• Manage IT services sourced from within the company or from 3rd Party service providers.

IT Infrastructure and Operational IT Project Management:

• To establish, implement, develop, and control best practices for project management across all operating entities for IT operational related projects.
• Develop and maintain an appropriate IT infrastructure that supports the needs of the business and provide technological support to the organization across all sites, e.g. desktops, printers, phone/PABX, projectors, servers, bandwidth, server capacity, LAN, and WAN, etc.
• Involved in the scoping development and execution of an enterprise-wide disaster recovery and business continuity plan.
• Define how the scope, goals, and deliverables of Technology & Application related projects should support business goals, in collaboration with senior management.
• Support project initiatives, including identifying and analysing preliminary business needs, time and resource estimates, defining the project scope and objectives, and getting business user sign-off.
• Ensure project scope and business benefit is clearly defined and understood across the stakeholder base.
• Serves as the point of escalation for all complex or unresolved Data and IT queries/incidents and complaints.
• Review and assess future hardware and software requirements to satisfy IT business needs.
• Maintain current and accurate inventory of technology hardware, software and resources.
• Implement architectural designs and solutions to support business strategic objectives. 

IT Service Desk Experience Management:

• Proactively identify risks and opportunities of both business and technical plans; identify risk mitigation strategies and contingency plans for all identified risks.
• In conjunction with the project sponsor and Technology & Application Project Managers, provide a detailed plan of how project risk will be managed or eliminated.
• Provide a weekly IT Portfolio level status report with major risk factors when the mitigation approach impacts the project timeline, budget or objectives.
• Coordinate the IT risk management plan and risk mitigation strategy across all technology & application related projects within the IT Portfolio and manage the execution within the individual projects.
• Facilitate and co-ordinate the external IT General controls review.
• Co-ordinate appropriate audit responses and ensure appropriate corrective action and mitigation plans are implemented and executed on.
• Ensure consistency of IT General controls are applied across all Vector operating entities where appropriate.
• Ensure IT Policies and Procedures are updated, maintained and aligned with Audit recommendations and IT Governance and security best practices.

Other Responsibilities:

• Support the Service Delivery Manager with the implementation of an agreed formal transition management process, which will transition technology & application related projects from project mode to operational run mode in a controlled and structured manager.
• Support and maintain solutions post project closure.
• Play a supporting role in the implementation of IT Governance, Risk Management and Compliance policies, processes, procedures, and IT controls training materials to keep IT colleagues informed of relevant industry, legislative and regulatory requirements, and changes.
• Continue professional development through attendance in Vector meetings, professional seminars and conferences.
• Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning, prioritising and self-development.
• Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
• Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution.
• Support and drive the business core values.
• Manage colleagues and clients’ expectations and communicate appropriately.
• Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives.

Key Relationships

Internal:

• Business Analysts.
• Senior Managers.
• Executives.
• IT Director.
• Major Stakeholders.

External:

• Contractors.
• External Vendors.

Qualifications, Skills and Experience Required for the Job

Qualifications and Experience

• Solid IT grounding across broad IT Technology and Applications landscape.
• Minimum of 3 year's experience obtained through expose to diverse facets of IT.
• Matric.
• 3 Year relevant degree or diploma.
• Sound knowledge and experience in service management / project methodologies i.e. ITIL, Prince 2 / PMBOK.
• Proven track record in structured analytical problem solving.
• Good negotiation and influencing skills.
• Exposure to Cyber Risk and Governance frameworks.
• Demonstrate effective communication, both orally and in writing, with subordinates, colleagues, clients, and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.  

Skills and Competencies

• Initiative and assertiveness.
• Tolerance of stress and pressure.
• Attention to detail.
• Analytical with financial acumen.
• Deadline driven.
• Able to prioritise.
• Organisational awareness.
• Ability to interface and demonstrate leadership.
• Ability to work independently and in a team-oriented, collaborative environment.
• Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Ability to read communication styles of project team leads, team members, and contractors who come from a broad spectrum of disciplines.
• Persuasive, encouraging, and motivating.
• Ability to defuse tension among and between project teams, should it arise.
• Adept at conducting research into project-related issues and products.
• Ability to learn, understand, and apply new technologies / processes.