Manager: IT Service Delivery - South Africa at The Coca-Cola Company

• The Manager: IT Service Delivery is responsible for ensuring that all businesses and users of technology solutions in CCBA have access to the required IT equipment and tools and that they are supported in the optimal use of technology solutions, systems, and services. The role, has an important planning, coordinating, managing, and monitoring responsibility to ensure that all the relevant support activities and services are deployed within stipulate service level agreement requirements. They will manage relationships with vendors by requesting quotations, contributing to the RFP process when necessary, negotiating service level agreements, enforcing SLA adherence, and escalating instances of breach of the SLA.

Key Duties & Responsibilities    

• Continuously staying up to date and researching IT support and Service Management best practices, tools, and trends.
• Researching, evaluating, and advising on the selection of services for the IT Support Services catalogue.
• Planning the delivery model, metrics, and execution of each service catalogue item.
• Determining an optimal resource strategy to ensure the efficient operations of the IT business support team and the Service Desk by considering the outsourcing options, potential vendors and suppliers and collaboration opportunities with other teams in CCBA IT.
• Creating and communicating the annual plan, roadmap, and goals for ensuring optimal IT Service Management and the delivery of IT support services.
• Compiling a capital expenditure (capex) budget for the purchase of IT hardware and equipment and for capital projects planned for the year.
• Working with internal and external experts to create a Service Management strategy and to design appropriate and innovative IT services, including their architecture, processes, policies, and documentation, to meet current and future agreed business requirements.
• Appointing and managing an external provider to operate the Service Desk and to deliver a best-in-class service that meet SLA requirements.
• Establish checks and processes to ensure the optimal running of the Service operations and meeting regularly with the outsource vendor to review, plan and manage issues arising out of the Service operations.
• Estimating the number and the type of resources required to deliver on the execution plans and roadmaps by creating workforce plans for the IT Business Support team.
• Determining the optimal resourcing strategy for each position by considering outsourcing options, potential vendors and suppliers and collaboration opportunities with other teams in CCBA.
• Developing job specifications for team resources and appointing or contracting the best available resources for the business requirement.
• Defining the details of the support model and IT Business Support obtain agreement from the relevant role players.
• Ensuring the formulation of clear work instructions, tasks lists and project lists for all support teams in the various countries.
• Working with IT Business Support Team Leaders to allocate and cascade responsibilities and activities.
• Identifying and listing all projects and initiatives that will be required to ensure optimal IT support services.
• Creating business cases for projects when required and submitting all projects to the internal demand management process for approval and prioritisation.
• Requesting and orientating project managers for the different projects and allocating project budgets.
• Actively researching and acquiring tools and technologies available for operational managing and optimising the service tower.
• Monitoring the performance of technology solutions and identifying opportunities to improve the performance.
• Benchmarking current performance against industry averages and prosing changes.
• Negotiating and agreeing on scopes of work (SOWs) and service level agreements (SLAs) with vendors and reflect the outcomes, performance, and deliverables that CCBA wants to achieve.
• Ensuring that new vendors are on boarded with regards to CCBA internal structures, processes, IT policies, IT controls and standards.
• Ensuring the correct policies and procedures are followed and that all vendor contracts meet corporate governance requirements.
• Defining the process and establishing the standards for the selection of services providers and vendors that deliver core IT Support solutions, services, and products.
• Participating or leading efforts to identify, select and appoint vendors and service providers.
• Contributing to the RFP process for selecting service providers by forming part of an evaluation team and partnering with the Procurement department
• Preparing regular reports and analytics and identifying trends and developing insights from the analytics.
• Highlighting areas of risk, developing mitigation strategies, and alerting senior stakeholders.
• Assisting with audit requests for domain technology queries.

Skills, Experience & Education    
Qualifications:
The minimum qualification required for this position is a first degree in Computer Science or Information Systems, but a further degree would be an advantage.

• Certifications (Six (+ITIL) or more of the following certifications):
• Professional in Project Management (PPM)
• Certified Project Manager (CPM)
• Project Management Professional (PMI)
• Certified Business Analyst Professional (CBAP)
• PMI Professional in Business Analysis
• Cisco Certified Infrastructure Expert Datacentre
• Cisco Certified Infrastructure Expert (CCIE)
• Cisco Certified Infrastructure Expert Security (CCIE- Sec)
• Cisco Certified Infrastructure Expert Collaboration (CCIE- Col)
• MCSE Productivity
• MCSE Communication
• CompTIA Server +
• Windows Operating System Fundamentals Certification
• AWS Certified Solution Architect — Professional (AWS-CSA)
• MCSD: Azure Solutions Architect
• Certified OpenStack Administrator (COA)
• Vendor server specific certification
• ITIL Managing Professional (ITIL MP)

Experience:

• 10 to 12 years’ experience in an Information Technology environment with at least 5 years focused on work in one or more of operational domains.