Manager: ICT Service Delivery (JHB North) at Services Seta

Description

Service Level Management

• Ensure that agreed service levels are consistently met on a monthly basis
• Continual improvement and maintenance  of an efficient service catalogue that will form the basis of services delivered to users
• Manage the Service catalogue 
• Ensure that all service management processes are executed to fulfil the process objective
• Support the achievement of the service level targets and overall IT service delivery
• Understand Service Level Requirements by engaging with management
• Establish a Service Level Agreements with management
• Monitor performance against the Service Level Agreement
• Undertake on going interactions with management stakeholders to determine service delivery requirements in the context of desired business objectives
• Work with IT service delivery stakeholders to deliver services which serve to support the operational priorities of the business

Governance- Implement Governance Principles to ensure the efficient Management of Service Management

• Document and maintain policies of all identified processes
• Ensure regular IT surveys are conducted to determine the perception of IT efficiency within organisation as well as of IT strategic partners and vendors

Continual Service Improvement- Continual Improvement of Services and Processes

• Maintain the continual service improvement (CSI) plan for the Service Management department.
• Ensure that identified CSI initiatives are implemented according to the agreed plan

Incident Management- Efficient Management of Incidents by resolving incidents within the Specified Service Level

• Maintain the incident management process and manage effective execution of the incident management process. (including escalation process)
• Management high priority incidents to ensure minimum impact to business services
• Ensure ongoing compliance to the incident management policy.
• Restore to normal service / operation as quickly as possible within agreed SLA periods with minimum disruption to the business
• Trends, tracking and analysis

Service Requests- Deliver on all Service Requests within the Specified Service Level

• Maintain and manage effective execution of Request fulfilment process
• Ensure requests are resolved within the agreed service level target

Problem Management- Root Cause of Incidents are Investigated

• Maintain and manage effective execution of the problem management process
• Ensure ongoing compliance to the Problem Management policy
• Identify the root cause of re-occuring incidents to proactively reduce the number of incidents

Knowledge Management- Manage the Service Desk Knowledge in a structured manner that allows for easy access

•  Store all relevant Service Desk knowledge in a logical document storage structure for  easy access to the Service Management team

Configuration Management- manage the Configuration Management Database (CMDB) to ensure that it is current and accurate

• Manage and maintain process(es) that updates the CMDB
• Ensure that regular audits are performed to ensure the integrity of the CMD
• Document CMDB standards and   architecture to ensure scalable a solution

Vendor Management- Management of Vendors to sufficiently support and achieve the Agreed Service Levels

• On-going management of strategic partners and vendor to perform in accordance with agreed service levels
• Implementation of vendor scorecards to measure compliance with company expectation.
• Ensure that company service levels are aligned with strategic partner and vendor service agreement.
• Conduct half yearly reviews of strategic partners and vendor contracts to ensure service levels are measurable and enables consistent delivery of expected service level
• Manage portfolio of Supplier Contracts
• Analysis of monthly performance reports
• Identify opportunities for improvement
• Track supplier progress against improvement plan

Change and Release Management- Manage Changes and release to the ICT environment to reduce impact to the business

• Maintain and manage execution of the change and release management process to manage the impact to the company production environment.
• Maintain the company systems maintenance window
• Ongoing identification and set up of standard changes with Company ICT.
• Ensure ongoing compliance to the change and release management policy.
• Implement and Enforce a Change Management Policy
• Responsible for change control management
• Ensure that all stakeholders are familiar with, and adhere to the Change Process
• Take corrective action against staff who deliberately bypass the Change Process
• Assess Major Change Proposals
• Liaise with Business Owners to understand the impact and urgency of changes and then prioritise business expectations
• Classify qualifying changes as €œStandard Change€ for inclusion into the catalogue of Standard Change.
• Maintain and publish a Master Release Schedule by coordinating delivery schedules with all project managers
• Ensure that all projects meet the requirements described in the Service Acceptance Criteria

Vendor Management- Management of Vendors to sufficiently support and achieve the Agreed Service Levels

• On-going management of strategic partners and vendor to perform in accordance with agreed service levels
• Implementation of vendor scorecards to measure compliance with company expectation.
• Ensure that company service levels are aligned with strategic partner and vendor service agreement.
• Conduct half yearly reviews of strategic partners and vendor contracts to ensure service levels are measurable and enables consistent delivery of expected service level
• Manage portfolio of Supplier Contracts
• Analysis of monthly performance reports
• Identify opportunities for improvement
• Track supplier progress against improvement plan

Reporting- Report on all managed processes that enables management of the Service Management Environment and decision making

• Conduct and maintain key performance indicators to ensure process compliance
• Compile monthly management and executive reports
• Ensure that all Service Desk Analysts complete the full training framework within annual cycle.
• Ensure the monthly analysis of user satisfaction feedback to determine service level delivery to users and display on management dashboards
• Ensure Internal/External Audit outcomes are tracked and reported monthly

Achievement and management of the Unit’s Work Plans

• Contribute to the development of the APP and SP
• Develop work plans for the Unit
• Ensure that work plans are aligned to the APP and SP
• Manage compliance to reporting templates and frameworks
• Provide monthly reports
• Manage budget for the Unit
• Implement risk management strategies in the Unit
• Manage compliance to policies and procedures of the Unit

People Management practices for the Unit

• Provide sufficient staff and adequate staffing for the Unit
• Implement people management practices for direct reports
• Assign accountabilities to direct reports
• Monitor and evaluate the performance of direct reports
• Provide capacity building through , training, coaching and development of direct

Requirements

• Matric + 3 year Diploma or Equivalent in IT
• ITIL certification
• At least 5 years’ experience in ICT Service Delivery Management and of which 3 should have been in a management role