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
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