The first Woolworths store opened its doors to the public in Cape Town in October 1931. And it was founder Max Sonnenberg who captured the public’s imagination with dynamic store policies that set Woolworths apart from its competitors.
Three years later, a second branch opened in Durban, with another two in Port Elizabeth and Johannesburg a year later. And...
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Manage the provision of EUC infrastructure IT services to the business. Effectively lead teams and service providers that will deliver the best service at the best cost while protecting the brand from service-related risks. Deliver high quality service to customers and ensure service support and service delivery processes are in place and adhered to. This is a stakeholder engaging role and requires you to establish and manage expectations within the business/competency teams whilst driving IT teams and service providers to achieve expected results at a high standard.
Job description
Ensure operability and serviceability of all EUC solutions and services.
Manage and ensure the quality delivery of end-to-end service and service levels to meet business requirements and ensure customer satisfaction. This includes process ownership and continuous monitoring and reviewing of the following:
Problem and Incident management
Customer service management
Service level management
Change impacts to preserve SLAs
Proactive service management by:
Monitoring, controlling and supporting service delivery utilising analytics
Ensuring system procedures and methodologies are followed
Provide accurate and regular reporting throughout service performance
Enforce a change of culture with the correct ways of working through a defined framework and structure i.e. Service Improvement Programme
Support confident recovery from business disruptions by co-ordinating EUC services relating to:
Disaster recovery
Business Continuity Planning
Continually deliver measurable service improvement
Ensure that effective relationships are developed with business counterparts and suppliers. Be a champion amongst projects in developing a strong understanding of projects impacting service and operations thus ensuring impact is minimised.
Champion service and operations ensuring future demand due to growth and projects is understood and factored in.
Ensure that effective communication is rendered across IT, build relationships between business and IT and create effective dialogue between departments.
Minimum requirements
5 years relevant experience (preferable experienced broadly across multiple areas of IT)
ITIL level 1 certified
Comprehensive understanding of best practice IT service strategies, processes and standards
Good working knowledge of commercial management relative to Information Technology (management of contracts, service level agreements, pricing models)
Good working knowledge of the processes relative to 3rd party/vendor management within an IT context (specifically sourcing, procurement, contracts)
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