Service Delivery Manager at ADvTECH

Overall Purpose of the Job: 

• The ICT Service Delivery Manager (SDM) oversees a number of key functions within the ICT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the ICT team to achieve those expectations to a high standard.

Educational Requirements: 

Minimum: 

• ICT Diploma.
• ITIL v3 Foundation.

Ideal: 

• Undergraduate ICT or business degree.
• ITIL v3 Practioner.
• Project Management (e.g. PMP, PRINCEII, etc…).

Legal Requirement: 

• Valid Driver's License. 

Training (On the job training should the present incumbent leave):

Minimum: 

• Performance management, Situational Leadership, Managing complaints/Grievances, Excellence in team leading and management, Conflict Management.

Ideal: 

• Performance management for line managers, Managing diversity, Social Styles, Discipline and dismissals, Presentation skills, Effective writing for business, Emotional Intelligence, Persuasion skills, Communication intelligence.  

Experience - Minimum requirements - type and number of years:

• Network Administrator/Senior ICT Support and - 3 years. 
• Senior Network/Systems Administrator - 2 years (OR). 
• Junior Service Delivery Manager - 2 years (OR).
• Experience in management at a Senior Supervisory capacity - 2 years. 

Responsibilities: 

 Manage Quantity and Quality of IT Services Required:

• Negotiates and establishes Service Level Agreements (SLAs) with Business and OLA’s with technical staff.
• Reduction in SLA targets that are missed and/or threatened.
• Improves customer satisfaction and perception.
• Reduces SLA breaches caused by underpinning contract and/or OLA breaches.

Service Delivery:

• Total number and percentage increase in fully documented SLAs in place.
• Increase of SLAs agreed against operational services being run.
• Increase in completeness of Service Catalogue versus operational services.
• Facilitating change and release management processes.
• Compilation and submission of fortnightly Service Delivery reports.

Provision of cost effective and managed services:

• Reduces costs related to ICT service delivery.
• Reduces the cost of monitoring and reporting SLAs.
• Increases the speed and accuracy of developing SLAs.
• Compiles ICT budget for campus and oversees spend.
• Completes procurement processes (e.g. quotes) timeously and accurately.
• Manages CAPEX applications, Purchase orders, asset management, etc…
• Effectively communicates and coordinates tasks and projects with campus ICT staff.

Manage the Interface with the Business and Users:

• Increases services covered by SLAs.
• Documents and agrees processes and procedures in place (e.g. framework).
• Reduces outstanding SLAs.
• Attends and reviews minutes of campus operations meetings periodically.
• Schedules meetings with campus senior management teams periodically.

Staffing: 

• Along with campus management, defines a career path for campus ICT staff.
• Along with campus line manager, conducts EDW, goal settings and reviews for campus ICT staff.
• Along with the ICT Manager, establishes and defines succession planning for the role.
• Ensures that campus ICT staff attend regular training to ensure that they meet the requirements of their role and keeps up with the maintenance thereof.

Communication Requirements: 

Verbal communication and examples:

• Meetings and planning sessions with campus ICT teams – day to day activities on campus.
• Campus ops meetings – short and medium term planning of campus operations.
• Weekly ICT ops meetings –short and medium term planning of ICT operations, tasks and projects.
• Weekly Change Control – short and medium term planning and execution of changes.
• Supplier/vendor meetings – typically on operational matters.

Written communication and examples:

• Fortnightly Service Delivery reports – highlights of campus operations over the period including actionable points and recommendations.
• Change management – communication to stakeholders on upcoming changes e.g. OneDrive.
• E-mail communication to various business stakeholders.