Job Description

MANAGER: ICT SERVICE DELIVERY - JHBService Level ManagementEnsure that agreed service levels are consistently met on a monthly basisContinual improvement and maintenance of an efficient service catalogue that will form the basis of services delivered to usersManage the Service catalogueEnsure that all service management processes are executed to fulfil the process objectiveSupport the achievement of the service level targets and overall IT service deliveryUnderstand Service Level Requirements by engaging with managementEstablish a Service Level Agreements with managementMonitor performance against the Service Level AgreementUndertake on going interactions with management stakeholders to determine service delivery requirements in the context of desired business objectivesWork with IT service delivery stakeholders to deliver services which serve to support the operational priorities of the business Governance- Implement Governance Principles to ensure the efficient Management of Service ManagementDocument and maintain policies of all identified processesEnsure regular IT surveys are conducted to determine the perception of IT efficiency within organisation as well as of IT strategic partners and vendors Continual Service Improvement- Continual Improvement of Services and ProcessesMaintain the continual service improvement (CSI) plan for the Service Management department.Ensure that identified CSI initiatives are implemented according to the agreed plan Incident Management- Efficient Management of Incidents by resolving incidents within the Specified Service LevelMaintain the incident management process and manage effective execution of the incident management process. (including escalation process)Management high priority incidents to ensure minimum impact to business servicesEnsure ongoing compliance to the incident management policy.Restore to normal service / operation as quickly as possible within agreed SLA periods with minimum disruption to the businessTrends, tracking and analysis Service Requests- Deliver on all Service Requests within the Specified Service LevelMaintain and manage effective execution of Request fulfilment processEnsure requests are resolved within the agreed service level target Problem Management- Root Cause of Incidents are InvestigatedMaintain and manage effective execution of the problem management processEnsure ongoing compliance to the Problem Management policyIdentify the root cause of re-occuring incidents to proactively reduce the number of incidents Knowledge Management- Manage the Service Desk Knowledge in a structured manner that allows for easy accessStore all relevant Service Desk knowledge in a logical document storage structure for easy access to the Service Management team Configuration Management- manage the Configuration Management Database (CMDB) to ensure that it is current and accurateManage and maintain process(es) that updates the CMDBEnsure that regular audits are performed to ensure the integrity of the CMDDocument CMDB standards and architecture to ensure scalable a solution Vendor Management- Management of Vendors to sufficiently support and achieve the Agreed Service LevelsOn-going management of strategic partners and vendor to perform in accordance with agreed service levelsImplementation of vendor scorecards to measure compliance with company expectation.Ensure that company service levels are aligned with strategic partner and vendor service agreement.Conduct half yearly reviews of strategic partners and vendor contracts to ensure service levels are measurable and enables consistent delivery of expected service levelManage portfolio of Supplier ContractsAnalysis of monthly performance reportsIdentify opportunities for improvementTrack supplier progress against improvement plan Change and Release Management- Manage Changes and release to the ICT environment to reduce impact to the businessMaintain and manage execution of the change and release management process to manage the impact to the company production environment.Maintain the company systems maintenance windowOngoing identification and set up of standard changes with Company ICT.Ensure ongoing compliance to the change and release management policy.Implement and Enforce a Change Management PolicyResponsible for change control managementEnsure that all stakeholders are familiar with, and adhere to the Change ProcessTake corrective action against staff who deliberately bypass the Change ProcessAssess Major Change ProposalsLiaise with Business Owners to understand the impact and urgency of changes and then prioritise business expectationsClassify qualifying changes as ?xc5x93Standard Change?xc2x9d for inclusion into the catalogue of Standard Change.Maintain and publish a Master Release Schedule by coordinating delivery schedules with all project managersEnsure that all projects meet the requirements described in the Service Acceptance Criteria Vendor Management- Management of Vendors to sufficiently support and achieve the Agreed Service LevelsOn-going management of strategic partners and vendor to perform in accordance with agreed service levelsImplementation of vendor scorecards to measure compliance with company expectation.Ensure that company service levels are aligned with strategic partner and vendor service agreement.Conduct half yearly reviews of strategic partners and vendor contracts to ensure service levels are measurable and enables consistent delivery of expected service levelManage portfolio of Supplier ContractsAnalysis of monthly performance reportsIdentify opportunities for improvementTrack supplier progress against improvement plan Reporting- Report on all managed processes that enables management of the Service Management Environment and decision makingConduct and maintain key performance indicators to ensure process complianceCompile monthly management and executive reportsEnsure that all Service Desk Analysts complete the full training framework within annual cycle.Ensure the monthly analysis of user satisfaction feedback to determine service level delivery to users and display on management dashboardsEnsure Internal/External Audit outcomes are tracked and reported monthly Achievement and management of the Unitxe2x80x99s Work PlansContribute to the development of the APP and SPDevelop work plans for the UnitEnsure that work plans are aligned to the APP and SPManage compliance to reporting templates and frameworksProvide monthly reportsManage budget for the UnitImplement risk management strategies in the UnitManage compliance to policies and procedures of the Unit People Management practices for the UnitProvide sufficient staff and adequate staffing for the UnitImplement people management practices for direct reportsAssign accountabilities to direct reportsMonitor and evaluate the performance of direct reportsProvide capacity building through , training, coaching and development of direct Matric + 3 year Diploma or Equivalent in ITITIL certificationAt least 5 yearsxe2x80x99 experience in ICT Service Delivery Management and of which 3 should have been in a management roleApplication Closing Date: 24 November 2023

JTJ Group