Service Delivery Manager - JHB at TotalEnergies

Candidate Profile
As a Service Delivery Manager you will possess the following:

• Relevant degree or diploma in IT or management
• 3 years’ experience in the IT industry with at least 3 years in a management role
• Broad knowledge of technical environment e.g. Microsoft, printers, LAN, WAN, PC hardware, logging tools
• Detailed knowledge/certification in IT best practice principles (ITIL)
• Working knowledge of the company’s operations and structure
• Excellent competency with MSOffice suite of applications,
• Key competencies include highly structured and motivated individual, excellent communication and interpersonal skills, ability to plan and organise time, self and others in order to achieve objectives and targets, strong ability to work under pressure, good problem solving/analytical ability, customer service focus
• English is the working language.

Activities

• As a Service Delivery Manager you will be responsible for the following activities:

Service Delivery Management

• Route incidents and service requests logged with group support desk/logging tools, to Proximity Support agents
• Supervise / prioritize incidents assigned to Proximity Support agents to ensure SLA’s are met
• Monitor all incidents & service requests logged across local support groups e.g Operations, WAN, Server, etc.
• To manage Incident and User Request and understanding the Business impacts
• To be the first point of contact for incidents and service request call escalations
• To make use of the escalation channels that exist to assist with problem situations and to carry out eescalation management for all IS incidents and requests on behalf of the users pro-actively
• To ensure all assets are procured, managed and controlled effectively (including asset disposal), using the relevant processes and ticket logging facilities to do so.
• Overseeing all assets are accurately registered, recorded and status updated accordingly as per the given asset movement process
• Ensure lost or stolen assets are processed as per prescribed process.
• Ensure monthly stock count is executed and final report sent to Country IT Shared Services Manager for approval.
• Ensures IT asset audits are done.
• To ensure the encoding of users multi-pass cards
• Oversee and Manage key functions in the support environment – i.e., AD, mailbox management, as required.
• To monitor the Support Centre outsource contract/s or Support Centre internal staff to ensure operational and cost efficiencies and quality of service according to contractual SLA’s is maintained
• To produce weekly and KPI reporting on incidents and support team performance. – Example: Meeting SLA’s
• To analyse KPI reporting and do analysis on a monthly basis ensuring continuous improvement and definition and adherence to SLA’s
• To identify recurring problem areas inhibiting business IT users operational performance and ensuring proper resolution by driving solution identification and implementation

People/Relationship Management

• To ensure strong relationships and understanding of environment, pressures and incidents impacting both the team and the user base as a whole
• Regularly meets with management, group contacts and suppliers to ensure good understanding of context and support requirements of the environment
• Manage relationship with TotalEnergies Group Support Desk and Service Request teams
• To generally develop and maintain strong relationships with TSA employees and management (Group and local), suppliers and other key stakeholders as applicable, and ensures that good communication lines are open
• To communicate effectively, until closure, when issues/problems/incidents affect a group of users or trends have been identified
• Regular meetings with Group Support Desk coordinator with the view of building strong relationship and work on improving service delivery to users
• Carry out User satisfaction surveys
• Facilitation and communication between the teams in order to ensure effective delivery, reporting and effective stakeholder management
• To manage, optimize and ensure the appropriate utilization of resources whilst maintaining cost-effective services, including maintenance of the environment
• To ensure succession plan is in place for direct reports, and update job descriptions at least every 2 years
• To manage the sub-contractor suppliers and specific sub-contractors as defined
• To work well with the sub-contractor suppliers and specific sub-contracts to ensure good understanding, support of the environment and alignment to agreed SLA’s required
• To appropriately negotiate with suppliers for the services required (solution, costs, problem resolution)
• To co-ordinate the team work, effectively control the output and ensure effective delivery and communication with business and extended IS team;
• To develop team members, through mentorship/coaching and actively plan future development of staff; to ensure BEE equity initiatives are correctly implemented
• To ensure the annual employee review process includes a review of employee career plan and individual development plan aligned to the critical skills and positions required, strategic direction, continuity and purpose of the team
• To understand and comply and to also ensure direct reports understand and comply with Procurement policy and procedures, and that non-compliance to procurement procedures will be addressed

HSEQ

• To ensure that risk management elements and identification of business critical services/applications are incorporated into each responsibility, as applicable
• To ensure effective Support Centre operational policies and procedures via an Operations Manual and ensuring the update of the Operations manual annually.
• To ensure the functionality of all dedicated Disaster Recovery workstations on a monthly basis in respect to Group updates and standards.
• Maintains a safe work environment by following all relevant rules, standards and policies and actively seeks to know them and understand them
• To action relevant requests based on monthly reporting received from HR, relating to new employees, movements of employees and termination of employees
• To develop policies, procedures, works instructions as applicable to the key job functions.
• To ensure compliance with the Groups’ standards, policies and practices
• To always work with the key values of the organisation being top of mind , i.e. Safety, Respect for each other, pioneer spirit, stand together, performance minded,
• To maintain strict confidentiality with regard to information.

Other

• To act as a backup for key functions in the support environment, as required,
• To know and understand the contracts governing the elements of the area under control (i.e. Group contracts that exist, proximity support contracts, warranties, etc.
• To be available for business continuity support elements should they be required.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Updates job knowledge by participating in educational opportunities; reading technical publications, identifying and attending relevant training and ensures these are requested as part of the annual employee performance review

Context & Environment

• Support Centre is first contact point for all TSA and NBS users requesting IS Services or logging incidents
• Support Centre Manager is custodian of Change Management and IS Service Level Management
• Many internal and external stakeholders to deal with within TSA, the subsidiaries and the Group