Senior IT Service Delivery Manager at Liberty Group South Africa

Purpose

• Responsible for managing the delivery of ongoing service improvement activities within the service delivery lifecycle and identifies opportunities to improve the performance of services to deliver enhanced value to the business..

Key Responsibilities

• Manage Services to the business from a IT Perspective (Cloud, IT Infrastructure, Security and Application)
• Collaborate with other IT Managers to ensure successful execution of all IT production and service responsibilities.
• Understand and document an accurate Business Services Catalogue and ensure that technical resources understand the services required by Business
• Understand and Document an accurate Technical Services Catalogue and ensure business understands the Technical Services Catalogue
• Align Business Requirements to IT uptime and batch processing
• Analyse service performance and continuously drive service and production quality improvements.
• Provide business with reports requirements

Additional Key Responsibilities

• Negotiate and agree service levels (SLA and or OLA) with Business partners
• Assisting with the production and maintenance of an accurate Service Catalogue.
• Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
• Implementing customer satisfaction surveys and implement improvements based on survey outcomes.
• Drive problem resolution through identification, root cause analysis and the required resolution actions.
• Drive Continuous Service Improvements by using Incident & Problem Management Information.

Minimum Experience

• 2 years’ experience in Service Delivery & IT Operational Support
• 3 - 5 years’ experience in a similar environment, of which 1 -2 years at a junior specialist level
• IT Management General Knowledge and Understanding
• Process Management
• Document Writing Skills

Minimum Qualifications

• Tertiary qualification (degree, certification, diploma) in General IT Management
• Business Relationship Management Certificate
• COBIT Certification
• ITIL SDM Certifications