IT Service Delivery & Projects Manager at RCL Foods

Purpose

The IT Service Delivery & Projects Manager’s key objective is to ensure the IT operational service delivery 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 scoping, sourcing of IT infrastructure and implementation to be delivered within agreed timelines, to a high standard of quality and within budget. On going management of the IT department’s resources (people, hardware, software) 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. Manage all operational IT infrastructure projects to ensure delivery on time within scope and budget.

Minimum Requirements

• 3 Year relevant degree or diploma
• Solid IT grounding across broad IT Technology and Applications landscape
• Min of 5 years’ experience obtained through expose to diverse facets of IT
• 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

Duties & Responsibilities    

Vector IT Service Management

• Manage the delivery of IT support services and allocation of support for the full Vector wide IT landscape (IT support desk for Vector)
• IT service delivery manager entails coordinating the service delivery team / managed service delivery partners.
• Assist IT Exec & Management team in the development of service plans and policies and ensures that such plans and policies are followed in delivering IT services to Vector and our customers.
• Ensure continuous customer satisfaction, cost minimization, and experience maximisation.
• Proactively manage and report on operational IT SLA’s (Vendors) and OLA’s (Site Leads).
• File periodic reports to top management on the performance of the team, customers complain, and suggestions on how to improve on service delivery.
• Formulate and maintain an enterprise-wide view of IT operational related IT contracts and SLA commitments Managing delivery of approaching contract terminations and drive the contract renewal process.
• To establish, implement, develop, and control best practices for project management across all operating entities for IT operational related projects.
• Prepare and Manage Annual IT (Capex & Opex) Budget for operational IT including contracted SLA’, preventative maintenance and refresh of PC’s, Laptops, Printers, Scanners, AP’s, Networking equipment, etc. to ensure the business is fully supported.
• Meet with departmental managers to discuss system requirements, specifications, costs, and timelines.
• Manage and oversee the identification of and preparation of hardware for disposal when appropriate.
• Manage IT services sourced from within the company or from 3rd Party service providers, including contract negotiation and renewal, SLA agreement and monitoring and the selection of solution providers.
• Direct development and execution of an enterprise-wide disaster recovery and business continuity plan.
• Serves as the point of escalation for all complex or unresolved Data and IT queries/incidents and complaints.
• Maintain current and accurate inventory of technology hardware, software and resources.
• Review and assess future hardware and software requirements to satisfy IT business needs.

IT Infrastructure and Operational IT Project Management

• 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.
• Define how the scope, goals, and deliverables of Technology & Application related projects should support business goals, in collaboration with senior management.

IT Service Desk Experience Management

• 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.
• Proactively identify risks and opportunities of both business and technical plans; identify risk mitigation strategies and contingency plans for all identified risks.
• Provide a weekly IT Portfolio level status report with major risk factors when the mitigation approach impacts the project timeline, budget or objectives.

Other Responsibilities:

• Engagement with account executives for key service providers of end user computing solutions (including Microsoft, Cloud Web Security, Message Hygiene Services, etc.)
• Contract negotiations for renews and new technology contracts.
• Evaluate and implement 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, ensuring that the Service Management function is adequately equipped to support and maintain solutions post project closure.