Service Delivery Manager - Cape Town at AVI Limited

• The purpose of the role is to supervise and ensure the efficient and stable operation of the ITSS’ Service Desk and its support of AVI’s end-users. This includes managing the team members responsible for the monitoring and diagnosing of IT Infrastructure and Applications as well as user-related IT issues and requests.

Line Manager: Executive: Infrastructure Services

Direct Reports: Agent Team Lead, Service Engineering Team Lead, Incident and Problem Coordinator, Authorisations Team Leader

Job Specification:

Key Performance Areas:

• Management of performance and set direction and priorities of the Service Desk Teams, assigning clear accountability and performance expectations. Review performance and address underperformance when needed as they relate to both daily operations as well as projects. Lead the staff appraisal process and is directly accountable to the ITSS Infrastructure Executive.
• Formulate and drive the implementation of key strategic projects and initiatives in line with ITSS objectives.
• Management of the performance and close monitoring of the IT Infrastructure and applications and react quickly to co-ordinate activities for the resolution of complex problems as they occur.
• Ensure that the Service Desk support calls are resolved within SLA and where additional assistance is required, that the relevant teams including 3rd parties, are enrolled to assist and drive resolution
• Play a key role in mentoring the senior team members for future Leadership and Management roles 

Further responsibilities include:

• Analyse the performance, capacity and trends of AVI Group’s IT Infrastructure and Application and escalating concerns to the ITSS Infrastructure Executive
• Management of the documentation of the Service Desk’s Processes and Procedures. This includes but is not limited to; Technical Processes, Procedures, Standards and Schedules

Minimum Requirements:

Experience:                                                                    

• 8 years Management of a multi-disciplined technical team
• 8 years Management of Implementation and Maintenance of IT Processes and Procedures
• 8 years management of third-parties IT services providers
• 8 years Management of Implementation and Maintenance of Monitoring Systems
• 8 years Management and Support of Enterprise Client Hardware and Software e.g. Operating Systems (Windows10), Office Productivity (MS Office2019/365), SAP ERP Systems Clients (SAP GUI)
• 5 years Management of a contact centre environment

Other essential working experience:

• Call Logging Systems
• Client and Server Operating Systems
• Server Virtualisation Technologies
• Local Area Networks (LANs) – Wired and Wireless
• Wide Area Networks (WAN’s)
• Enterprise Compute and Storage Systems
• Enterprise Backups Systems

Qualifications:

• MDP (Management Development Programme)
• Diploma in Information Technology or Computer Science
• SMDP (Senior Management Development Programme) will be highly advantageous
• A tertiary Degree or Diploma in Information Technology or Computer Science will be beneficial

Additional Requirements:

• ITIL Foundations
• Management and resolution of complex IT Infrastructure and Application issues and outages
• Provide expert input to IT Facilities Infrastructure strategy, technology and architecture to ensure that best practice is applied
• Provide input into and guides the establishment and implementation of processes, procedures, standards and guidelines
• Provide ongoing mentoring to senior staff members
• IT Service Delivery and Service Management methodologies and frameworks

Working knowledge of:

• Dell Laptop and Desktop Hardware
• Microsoft client Operating Systems (Windows 10)
• Microsoft Office Productivity Suites (MSOffice2019/365)
• Wired and Wireless Networking Technologies
• Compute and Storage Platforms
• Video and Audio Conference Systems (LifeSize, Skype for Business, Microsoft Teams, Zoom)

Competencies:

• Thinking Analytically
• Interpreting Data
• Building Relationships
• Setting Directions
• Resolving Conflict
• Embracing Change
• Minimising Risk
• Taking Initiative

Closing Date 11 June 2023