: It Service Delivery Manager

Business Capital Group; Johannesburg; On-site; ZAR 1,000,000; Full time

Job summary

A leading company in Johannesburg is seeking a qualified IT manager to oversee service delivery, ensure compliance with IT governance, and lead improvement initiatives. The ideal candidate will have a strong background in ICT application support and experience in managerial roles. An attractive salary of R 1,000,000 per annum is offered for this key position.

Qualifications

• 5 to 7 years of experience including at least 5 years in a managerial position.
• Experience supervising or leading a team.
• Strong understanding of IT frameworks.

Responsibilities

• Identify problems requiring analysis and develop improvement plans.
• Manage IT service delivery quality within budget guidelines.
• Provide monthly reports on issues and escalations.

Skills

ICT Application support

Incident Management

Problem Management

Knowledge Management

Information Security

Cyber Security

Service Management practices

Education

NQF Level 7 Qualification in Computer Science or equivalent

Bachelor's Degree in IT or related field

Tools

COBIT

ITIL Foundation certification

Job description

Job Responsibilities

1. Identify problems requiring analysis, work with IT management and support teams on root causes, and develop improvement plans following industry standards.
2. Advise management and support leads on corrective actions to prevent reoccurrence of problems.
3. Drive quality, develop processes, and manage SLAs.
4. Present updated processes and procedures to relevant leads and support teams.
5. Work closely with support teams and service desk to understand ticket volumes, backlog, incident reoccurrences, and support models, using this data to develop continuous improvement plans.
6. Collaborate with business and other IT stakeholders to negotiate, develop, and manage SLAs according to business needs and IT capacity.
7. Manage the quality of IT service delivery within budget guidelines and provide monthly progress reports on issues and improvements.
8. Review and monitor IT operations performance proactively to meet SLAs and customer requirements.
9. Update existing processes and develop new ones with support and delivery leads to achieve service level goals.

Risk and Compliance Management

1. Identify risks affecting IT service delivery regarding time, cost, scope, and quality; design solutions that accommodate these risks for approval.
2. Guide development and support teams on creating delivery models for new services in line with IT governance, policies, and procedures.
3. Measure and ensure compliance with SOPs and policies related to IT service delivery.
4. Investigate non-compliance, variances, inefficiencies, and implement improvements; update relevant documentation.
5. Manage IT audits and address findings.

Reporting

1. Provide monthly reports to IT management on issues, escalations, and SLAs.

Desired Experience & Qualification

1. NQF Level 7 Qualification in Computer Science or equivalent.
2. Bachelor's Degree in IT or related field.
3. 5 to 7 years of experience, including at least 5 in a managerial position.
4. Experience in ICT Application support.
5. ITIL Foundation certification.
6. Strong understanding of IT frameworks such as COBIT.
7. Knowledge of Service Management practices like Incident, Problem, and Knowledge Management.
8. Good understanding of Information and Cyber Security, Data Protection principles.
9. Experience supervising or leading a team.

Package & Remuneration

R 1,000,000 per annum.