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.
- ICT Diploma.
- ITIL v3 Foundation.
- Undergraduate ICT or business degree.
- ITIL v3 Practioner.
- Project Management (e.g. PMP, PRINCEII, etc…).
- Valid Driver’s License.
Training (On the job training should the present incumbent leave):
Performance management, Situational Leadership, Managing complaints/Grievances, Excellence in team leading and management, Conflict Management.
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:
- Network Administrator/Senior ICT Support and – 3 years.
- Senior Network/Systems Administrator – 2 years (OR).
- Junior Service Delivery Manager – 2 years (OR).
- Experience in management at a Senior Supervisory capacity – 2 years.
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.
Verbal communication and examples:
- Meetings and planning sessions with campus ICT teams – day to day activities on campus.
- Campus ops meetings – short and medium term planning of campus operations.
- Weekly ICT ops meetings –short and medium term planning of ICT operations, tasks and projects.
- Weekly Change Control – short and medium term planning and execution of changes.
- Supplier/vendor meetings – typically on operational matters.
Written communication and examples:
- Fortnightly Service Delivery reports – highlights of campus operations over the period including actionable points and recommendations.
- Change management – communication to stakeholders on upcoming changes e.g. OneDrive.
- E-mail communication to various business stakeholders.
Interpersonal and communication.
Analytical and problem solving.
Diligence and sense of ownership.