Service Delivery Manager - Cape Town at Engen

Who You Are:
 

• Experience in IT Service Level Management and are passionate about IT service management, people, achieving results, and adding value to the organization.
• You possess excellent relationship-building skills, with a strong ability to influence, manage conflicts, and effectively plan and organize tasks.
• You have a reputation for being analytically assertive and consistently achieving results in IT service management.

What you'll have done before:

Baseline:

• NQF Level 7 (Degree in IT or related field) or equivalent experience
• Relevant ITIL or equivalent best practice certification
• 8 years’ experience in IT Service Level Management
• 5 years’ experience of using industry best practice ITSM enabling toolsets
• Experience with managing underpinning Contracts (UC) with external vendors

Advantageous:

• Hons or Master’s degree in related field
• Cobit certification
• Lean Six Sigma certification
• Project Management
• Management of Change
• Data Analytics

Exciting challenges you might face in the role

• Creative problem-solving and communication skills to ensure all stakeholders understand and utilize the service catalogue effectively.
• Orchestrating seamless collaboration among multiple teams and stakeholders, ensuring clarity and unwavering accountability.
• Staying abreast of best practices and technological advancements, and continuously improving processes to drive performance and enhance service outcome.
• Meticulous attention to detail and the ability to navigate complex governance requirements, ensuring that the team and vendors adheres to high standards.
• In depth understanding of business needs and the ability to negotiate and balance these needs.

What you'll be doing:

IT Service Level Management Strategy, Governance, and Design

Develop a customer-focused IT Service Level Management (SLM) framework by:

• Documenting and communicating the IT service catalogue and establishing a RASCI matrix for IT service delivery roles.
• Maintaining IT SLM standards and guidelines, providing a framework for service configuration in the ITSM toolset, and supporting Business Partners in developing SLM KPIs.
• Ensuring compliance with ITSM process controls and facilitating ITSM audit requirements.
• IT Service Level Agreements

Manage SLAs with IT customers by:

• Collaborating with IT Business Partners and stakeholders to define service delivery attributes.
• Aligning customer SLA requirements with OLAs and UCs, and recommending best practices for SLA design.
• Gathering feedback from IT Business Partners and customers, and acting as a liaison during major incidents.
• Operational Level Agreements

Manage OLAs with internal IT teams by:

• Collaborating to understand business SLA requirements and agreeing on service delivery roles.
• Assessing the impact and cost of SLA requirements on OLA delivery capacity.
• Leading weekly delivery team feedback meetings.
• Underpinning Contracts

Manage UCs with external vendors by:

• Ensuring contract terms support IT SLA delivery.
• Providing feedback on vendor performance for annual evaluations and communicating issues.
• Attending vendor service review meetings to ensure understanding of non-delivery impacts.
• Insights on IT Service Level Management Performance

Provide performance insights on SLAs, OLAs, and UCs by:

• Using analytical insights and feedback to resolve performance gaps and inefficiencies.
• Tracking performance against KPIs and reporting to stakeholders.
• Reviewing compliance with service standards and identifying improvement opportunities.

Stakeholder Engagement

• Regularly engage with stakeholders to provide insights on service level management and use feedback to inform strategy and identify improvements.