Service Delivery Manager at TFG (The Foschini Group)

The Key Performance Areas of this role will be as follows:

• To manage the Infotec and Business Partners’ relationship, 
• Serves as ‘Trusted Advisor’ between Infotec and Business Partners
• Attends management forums where appropriate      
• Serves as escalation point between Business Partners and Infotec
• Represents the needs and interests of business to Infotec contributing to relevant solution discovery discussions with Infotec development and operational teams
• Maintains detailed knowledge of the Division’s business processes
• Able to articulate the value delivered by IT to the business
• Generate monthly management packs detailing the value creation and operational efficiencies
• To partner to identify and understand business strategy,
• Facilitate alignment across business and Infotec Strategy
• Provide Service Management support, 
• Establishes and negotiates Service Level Agreements (SLA’s) with business partners on behalf of Infotec
• Has oversight for Infotec service levels and reports on performance monthly
• Ensures that Infotec can deliver to committed SLA’s
• Play an active role in problem resolution with relevant Infotec owners teams representing business interests
• Oversight of key project delivery to ensure Value Realization,  
• Communicate portfolio health to business stakeholders  
• Ensures value is monitored and tracked in partnership with Business Partners and Project Management Office(PMO)

Minimum requirements:

• A relevant tertiary degree
• Minimum of 8 – 10 years’ relevant IT SDM experience within a corporate environment
• Strong organisational and planning skills
• Financial Acumen
• Strong collaboration and team building skills
• Excellent communication and presentation skills, both written and verbal
• High level of influence and credibility
• Excellent problem-solving skills
• The ability to act independently when faced with complex situations, and identify improvement initiatives
• Experience within Service Management principles (familiarity with ITIL and IT Service Management), good knowledge of the SDLC, experience with ITIL processes (incident, change, problem, availability management etc.), and experience with a Service Management application tool (Remedy, Service Now, HEAT etc
• Ability to effectively communicate business needs to technology teams
• Demonstrated experience building and maintaining strong customer or client relationships
• Strong ability to interact efficiently with technical and non-technical team
• Strong attention to detail and excellent analytical ability 
• Excellent interpersonal skills and able to influence across different organisational levels and engender collaboration within team
• Portfolio Management and Demand Shaping,
• Supports business in shaping business demand and facilitates prioritisation through relevant processes 
• Supports business to motivate for technology investments through development of business cases