Service Delivery Manager – IT

Full-time
Service Delivery Manager – IT
ADvTECH Support Office
Sandton, Gauteng
Permanent

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Posted 11 November 2021 – Closing Date 15 November 2021

Job Details

Job Description

Overall Purpose of the Job: 

The ICT Service Delivery Manager (SDM) oversees a number of key functions within the ICT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the ICT team to achieve those expectations to a high standard.

Educational Requirements: 

Minimum: 

  1. ICT Diploma.
  2. ITIL v3 Foundation.

Ideal: 

  1. Undergraduate ICT or business degree.
  2. ITIL v3 Practioner.
  3. Project Management (e.g. PMP, PRINCEII, etc…).

Legal Requirement: 

  1. Valid Driver’s License.

Training (On the job training should the present incumbent leave):

Minimum:
Performance management, Situational Leadership, Managing complaints/Grievances, Excellence in team leading and management, Conflict Management.

Ideal: 
Performance management for line managers, Managing diversity, Social Styles, Discipline and dismissals, Presentation skills, Effective writing for business, Emotional Intelligence, Persuasion skills, Communication intelligence.

Experience – Minimum requirements – type and number of years:

  1. Network Administrator/Senior ICT Support and – 3 years.
  2. Senior Network/Systems Administrator – 2 years (OR).
  3. Junior Service Delivery Manager – 2 years (OR).
  4. Experience in management at a Senior Supervisory capacity – 2 years.

Responsibilities: 

Output 1 – Manage Quantity and Quality of IT Services Required:

  • Negotiates and establishes Service Level Agreements (SLAs) with Business and OLA’s with technical staff.
  • Reduction in SLA targets that are missed and/or threatened.
  • Improves customer satisfaction and perception.
  • Reduces SLA breaches caused by underpinning contract and/or OLA breaches.

Output 2 – Service Delivery:

  • Total number and percentage increase in fully documented SLAs in place.
  • Increase of SLAs agreed against operational services being run.
  • Increase in completeness of Service Catalogue versus operational services.
  • Facilitating change and release management processes.
  • Compilation and submission of fortnightly Service Delivery reports.

Output 3 – Provision of cost effective and managed services:

  • Reduces costs related to ICT service delivery.
  • Reduces the cost of monitoring and reporting SLAs.
  • Increases the speed and accuracy of developing SLAs.
  • Compiles ICT budget for campus and oversees spend.
  • Completes procurement processes (e.g. quotes) timeously and accurately.
  • Manages CAPEX applications, Purchase orders, asset management, etc…
  • Effectively communicates and coordinates tasks and projects with campus ICT staff.

Output 4 – Manage the Interface with the Business and Users:

  • Increases services covered by SLAs.
  • Documents and agrees processes and procedures in place (e.g. framework).
  • Reduces outstanding SLAs.
  • Attends and reviews minutes of campus operations meetings periodically.
  • Schedules meetings with campus senior management teams periodically.

Output 5 – Staffing: 

  • Along with campus management, defines a career path for campus ICT staff.
  • Along with campus line manager, conducts EDW, goal settings and reviews for campus ICT staff.
  • Along with the ICT Manager, establishes and defines succession planning for the role.
  • Ensures that campus ICT staff attend regular training to ensure that they meet the requirements of their role and keeps up with the maintenance thereof.

Communication Requirements:

Verbal communication and examples:

  1. Meetings and planning sessions with campus ICT teams – day to day activities on campus.
  2. Campus ops meetings – short and medium term planning of campus operations.
  3. Weekly ICT ops meetings –short and medium term planning of ICT operations, tasks and projects.
  4. Weekly Change Control – short and medium term planning and execution of changes.
  5. Supplier/vendor meetings – typically on operational matters.

Written communication and examples:

  1. Fortnightly Service Delivery reports – highlights of campus operations over the period including actionable points and recommendations.
  2. Change management – communication to stakeholders on upcoming changes e.g. OneDrive.
  3. E-mail communication to various business stakeholders.

Competency Requirements: 
Skills: 

Leadership.
Interpersonal and communication.
Analytical and problem solving.
Diligence and sense of ownership.

Behavioural Attributes:
Judgement.
Financial prowess.
Risk taking.
Communication.
Decisiveness