Service Manager at Astron Energy (Pty) Ltd.

The Service Manager works across teams and is responsible for synchronising efforts to maintain high quality services across the enterprise. The role is responsible for managing the IT service catalogue and service transition, management and operations. The service manager monitors all performance metrics and ensures that service delivery meets all service level agreements (SLAs), with full responsibility for continuous service improvement. Working with other technical and execution leads the Service Manager will provide a flexible and agile service capability that is both responsive to business change whilst ensuring a solid and reliable delivery platform. This role is also responsible for incident, service request, problem and change management across the IT function. This role forms part of the IT leadership team.

The Service Manager works across teams and is responsible for synchronising efforts to maintain high quality services across the enterprise. The role is responsible for managing the IT service catalogue and service transition, management and operations. The service manager monitors all performance metrics and ensures that service delivery meets all service level agreements (SLAs), with full responsibility for continuous service improvement. Working with other technical and execution leads the Service Manager will provide a flexible and agile service capability that is both responsive to business change whilst ensuring a solid and reliable delivery platform. This role is also responsible for incident, service request, problem and change management across the IT function. This role forms part of the IT leadership team.

• Manage a team to deliver IT service delivery objectives and to add value to the business in order for it to meet its strategic objectives.
• Develop, manage, and administer service management levels and service management framework
• Accountable for management of all SLAs, metrics and ensure all enterprise IT services are accomplished according to SLAs
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for IT provided services
• Develop service delivery SLAs, OLA’s, policies and procedures where required
• Actively involved in creating and deploying/transitioning IT services alongside other IT groups with input from the business
• Service management performed with the customer, simplicity, speed, agility, accuracy and efficiency in mind (always time to do it right, the 1st time)
• Monitoring response times; evaluating user satisfaction levels and making recommendations for improvement
• Takes ownership and ensures proactive closure for problem reports that fall within area of responsibility
• Monitor, measure, report and review current performance of services and components in the enterprise IT environment and ensure IT capacity meets business needs
• Works with Service Desk team lead in setting priorities and focus areas for the service desk agents
• Custodian of the on-boarding and off-boarding processes and works closely with IAM to ensure compliance
• Provide mentorship and coaching to service desk agents, continuously enhancing the customer experience
• Ensure high levels of customer satisfaction with delivered services
• Provide and maintain a single source of consistent information on all IT services delivered to the business
• Serves as a point of escalation (notification) for major incidents
• Works with management and the business to identify and prioritize service improvement
• Builds and maintains business relationships
• Responsible for incident, service management, problem and change management reporting across the IT function, leveraging the existing operations in Infrastructure and SAP, thereby providing a single view of IT reliability, incidents, problems and root cause analysis.

Professional Qualification and Certifications:

• Bachelor’s Degree in Computer Science, Information Systems or other related field, or equivalent work experience.
• ITIL/ITSM certification preferred

 Work Experience: 

• 10 or more years IT experience in a corporate environment
• 5+ years in a customer facing role

Knowledge and skills:

• Strong knowledge of IT service management processes and experience in delivering improvements to these processes
• Excellent reporting skills and experience in statistical analysis and reporting
• Strong verbal and written communication skills
• Passionate about customer relationship management and service delivery
• Broad, extensive applications and integration knowledge, to include OS, DB, middleware, application layer, IoT, virtualisation/BI/PowerBI and cloud technologies
• Ability to work under pressure; in stressful situations to tight timelines on multiple initiatives simultaneously
• Strong interpersonal and teamwork skills
• A ‘can-do’ attitude
• Proven leadership and management skills

Key Processes Supported:

This role supports the day to day operations across the value chain. The service is 24 x 7 x 365 and requires people to be on standby to provide coverage.

Application deadline:

• 27 October 2022