ITS Service Delivery Manager at KPMG South Africa

Description of the role and purpose of the job:

The IT Service Delivery Manager is responsible for developing and leading the team of IT Service Desk Analysts and IT Asset Management. The role includes the day-to-day support, compliance, SLA management, maintenance, lifecycle management and planning of the production business applications used within their service area and ensuring the support strategy is in alignment with the overall IT and business direction.

Key responsibilities:

• Define, document, agree, monitor, measure, report and review against SLA’s the level of IT services provided to the business.
• Determine, document and agree requirements for new services and produce Service Level Requirements.
• Manage the day-to day delivery of the services with operational teams and any third party organisations, in accordance with the SLA’s and KPI’s, ensuring that resourcing requirements are appropriately managed
• Define escalation matrices and manage service escalations to ensure issues are dealt with expediently
• Communicate proactively and clearly with the key stakeholders to ensure effective, timely understanding and reporting of relevant information.
• Communicate effectively to ensure the ITS team clearly understands deliverables to, and expectations from internal clients
• Identify and drive technological improvements that enhance business outcomes for our internal customers
• Develop and maintain effective stakeholder relationships at all appropriate levels across the organisation
• Provide internal and external reporting on agreed service levels, with recommendations for improvements
• Ongoing review and alignment of service offerings with internal customer requirements
• Ensure continuous improvement by initiating and driving regular process and quality reviews within the service teams
• Ensuring agreed transition processes and schedules are followed to ensure successful introduction of new services or versions of existing services.
• Will lead the Service Delivery team in the elimination of support and maintenance costs associated with assets by suggesting the decommissioning or consolidating similar products and help establish total cost of ownership (TCO) of production assets within their defined service function.
• Negotiate with relevant parties in respect of disruptions & major amendments to the provision of services.
• Set clear direction and objectives by defining and establishing team performance measures and standards which underpin overall objectives.
• Providing coaching, mentoring, support and guidance to staff members in reporting line.

Skills and attributes required for the role:

Skills:

• Experience of the Software Delivery Lifecycle
• A good understanding of IT technical solutions and preferably an ITIL foundation qualification
• Excellent leadership and management skills showcasing a coaching and mentoring style
• Excellent communication and interpersonal skills, coupled with the ability to negotiate and influence at all levels

Personal attributes:

• Excellent client focus
• Ability to deal with conflict
• Extremely high level of confidentially and integrity
• Able to maintain a friendly, professional manner when liaising with clients, even in challenging situations
• Ability to multi-task
• The ability to build collaborative relationship with good interpersonal skills and the ability to relate well to colleagues with differing levels of expertise and skills while championing inclusion and diversity
• The ability to work well under pressure and to perform to deadlines
• Ability to manage resources
• Team player who is self-aware
• Strong organisation skills; a self-starter with initiative, ability to foster innovation and a common sense approach to problem solving
• Sound decision making ability
• Focus on continuous improvement within the ITS function while advancing an ethical environment
• High level of attention to detail and a desire to drive quality

Minimum requirements to apply for the role (including qualifications and experience):

• Minimum of 10 years of progressive work experience, at least 2 years in an IT / Service Management role
• Four-year degree or Diploma with focus on IT, or equivalent combination of education and experience
• Experience of the Software Delivery Lifecycle
• A good understanding of IT technical solutions