Job Description

Core Description

To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer. Responsible for planning, managing and directing Systems Integration consultancy which provides company technologies, systems and processes to assigned customers to enable them to gain competitive advantage.

Key Deliverables / Primary Functions

• Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives.
• Oversee service management in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
• Contribute to the development of service schedules and manage the maintenance of service level agreements (SLAs) and operational level agreements (OLAs).
• Develop and manage the implementation of processes and procedures to deliver on services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
• Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements.
• Provide detailed guidance to project teams on all service management issues.
• Manage the identification and mitigation of operational risk within their customer. Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets.

Core Functional Skills & Knowledge

• Project Management
• Service Level Agreement (SLA) Management
• Contract Management
• Finance and Budget Management
• Risk Management
• Customer Relationship Management (CRM)
• Core Behavioural Competencies

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Business

Experience

• 5 years IT Service Integration Management experience, of which 2 years is at a management/supervisory level.
• Alternatively, 7 years IT Service Integration Management experience, of which 2 years is at a management/supervisory level.

Certifications

• ITIL
• Professional Memberships in Relevant Industry
• Level of Engagement & Span of Control
• Span of Control 0
• Level of Engagement Internal stakeholders and external clients