IT Service Management Analyst/Manager - Ekurhuleni at Unique Personnel

PURPOSE STATEMENT:

• Responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.

TYPICAL ACCOUNTABILITIES:

• IT service operation management for a group end markets
• Establish and maintain strong working relationships with Senior Sponsors, Department Heads, Process Owners
• Responsible for – or at least build strong relationships with - Supplier Management 
• Maintain a Catalogue of Services  
• Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the region
• Establish a Service Review process; planning, organizing and facilitating recurring meetings
• Play a leadership role and assist other IT leaders in entrenching a “business and service culture” within IT
• Work with Change Managers to understand the SLM requirements for proposed new services and changes
• Review and report performance results against the criteria established in SLAs and OLAs 

ROLE SPECIFIC ACCOUNTABILITIES:

• Responsible for managing services across pillars
• Owns the LSC throughout the S&OP cycle and engages with IT Demand for capturing any demand signals
• Manages local services suppliers, including MWP services, if locally delivered
• Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
• 1st level escalation point and focus for any EM engagement activities
• Monitors and ensure compliance for CN items related to IT Services processes

Inherent Requirements    
SKILLS, KNOWLEDGE, EXPERIENCE

• Strong communication skills: oral, written, presentation, facilitation
• Ability to think and act both strategically and tactically
• Technical understanding with ability to translate into business concepts
• ITIL knowledge beyond theory.
• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
• Ability to work under pressure, handle stressful situations in a calm manner
• Relationship management and conflict resolution skills
• The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues 
• A good understanding of the organization’ services provided and customers/users
• A good understanding of the organization’s business and how IT contributes to it
• Innovative thinking with service quality, and its improvement, within limits of costs and business direction