Job Description

IT Service Delivery Manager - 12 Month Contract

Minimum Requirements:

• Matric (Grade 12)
  
• Professionally qualified and experienced specialists / middle management

Responsibilities:

• Oversee the delivery of outsourced infrastructure services to the SLA
• Provide world class technology user experience
• Ensure correct processes are in place
• Ensure escalation procedures are clear and followed
• Adhere to agreed team operating model
• Ensure service requests are captured by 3rd party, Dimension Data, as per agreed operating model in CA Service Desk
• Scope work for all major maintenance and project activities
• Ensure project and maintenance activities are scheduled prioritised and updated in the master plan
• Work with the team to collectively coordinate and prioritise activities
• Build and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialogue
  listen advise influence and negotiate to achieve win win outcomes
• Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are
  delivered
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts
• Anticipate consequences and adapts problem solving based on continual feedback
• Act speedily to resolve problems queries and complaints
• Adapt communication styles to meet the needs of different audiences
• Obtain feedback regarding technological issues from users
• Communicate with stakeholders to identify possible solutions to current technological issues and anticipate future
  requirements
• Trend and analyse data to identify problems in the environment
  
• Advise and action necessary steps to remediate
• Report back to stakeholders on trends and causes of technological
• issues on a weekly and monthly basis
• Initiate investigation into root causes of issues being experienced
• Provide end to end management support and maintenance for all infrastructure frontend operations
• Keep Service Catalogue up-to-date
• Be alert to key projects which require implementation
• Identify plan and prioritise tasks
• Allocate responsibilities and resources accordingly
• Demonstrate pride in the organisations brand services and products by consistently delivering on the brands promise
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Stay relevant and up to date with legislations and new developments
• Maintain a positive attitude and respond openly to feedback
• Handle stress in ways that do not negatively impact others
• Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed
  time frames and according to quality standards
• Take ownership of personal career development leveraging formal and informal opportunities
• Read situations and organisational realities
• Set aside personal agenda for the greater good
• Act in an ethical transparent and morally defensible manner including highlighting unethical practices
• Share debate and communicate learnings
• Flag and debate issues constructively
• Promote a friendly cooperative climate