National ICT Service Manager at BDO South Africa

Description

Primary Purpose of the Job

• The main responsibility is to provide regional leadership and related management practises in accordance with the BDO ICT ITIL, Security and ICT Governance frameworks. Align initiatives and compliance to the National business strategy. Align with best practise disciplines, governance, ethics, risk standards, policies, processes, procedures and compliance for the firm.

Main Duties and Responsibilities

• Deliver services and support in with the defined National ICT service catalogue, security framework & CMDB
• Assist with the testing and implementation of emerging technologies and solutions in the service management automation, experience monitoring and self-service space.
• Development of self-service capabilities for the BDO business entities reducing staff based dependencies.
• Compile and document ICT service management governance requirements around incident management, request fulfilment, asset management, change management, problem management & security management.
• Ensure service catalogue & CMDB assets has SLA criteria engaged and defined and is resolved, escalated and/or managed and closed out as expected by business.
• Ensure all business requests are managed in the most effective way (reducing the amount of incidents occurring over time)
• Change Management by following due process. 
• Financial Management - compilation and management of national ICT budget, business engagement, approvals and budget reporting to business units.
• Providing strategic service management input to business champions and HoD’s
• Execute initiatives with adequate return on investment
• Actively engage with key stakeholders in the business to understand needs 
• Overall IT management and governance
• Focus on the continual improvement of service to the business
• Realising and management of national strategy regionally & nationally
• Develop and deliver initiative and service management reports as and when required
• Ensure the engagement of service management processes by all team within the Service Now Service Desk
• Developing workflow capabilities or improvements within the Service Now Service Desk
• Management of suppliers and the assets of the firm (hardware and software)
• Engagement of supplier and vendor security due-diligence processes as defined in the BDO information security policy and Spotica ISMS
• Staff Management & development in line with emerging technologies for automation, service experience monitoring
• Staff engagement and training of the BDO Nexthink platform to improve service delivery, identify problems proactively and deploy solutions via Nexthink engage capabilities.

Requirements

Qualifications, Recognition of Prior Learning, Work Experience, and Knowledge 

Qualifications

• Grade 12
• Applicable degree and IT Technical qualification or equivalent e.g. (A+; N+; MCSE)
• ITIL Practitioner/ITIL Expert
• COBIT Foundation &

Work Experience

• 3 Years Managerial Experience/ 5-10 Years Technical

Knowledge

• Service Management SLA & MSA Definition
• Detailed ICT Service Management Reporting
• Workflow analysis, definition and drafting
• ICT Problem management
• ICT Contract, SLA & MSA review
• ICT Procurement Management
• Service Now (Beneficial)
• Nexthink (Beneficial)
• EndPoint Detection, Response & Patching (Beneficial)
• Office 365 AutoPilot

Competencies: Technical & Behavioural

Technical Competencies

• Agile & Scrum Methodologies
• Benchmarking
• Budget Planning
• Service Management Tools and Services
• Functional Service Management Strategy
• Workflow automation & self service
• Specification documentation
• Service management operations
• Performance review
• Quality control
• Scheduling & Time Management
• Project Planning
• Video & Audio Conferencing
• ICT Problem Management
• ICT Change Management
• Information Management (CMDB)

Behavioural Compentencies

• Excellent communication (both verbal and written)
• Excellent Interpersonal skills
• Client focused
• Attention to Detail
• Holistic and Logical Thinking
• Disciplined
• Proactive Personality
• Team coordination & management
• Problem-solving skills or solution seeker
• Good organisational and time management skills
• Task Delegation
• Task Management