IT Service Delivery Manager

Boardroom Appointments; Sandton; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

Boardroom Appointments in Sandton is seeking an IT Service Delivery Manager to oversee outsourced infrastructure services and ensure the delivery aligns with the SLA.

You will build processes, coordinate major maintenance and projects, manage stakeholder expectations, and drive continuous improvement in technology user experience.

The role requires Matric and professional qualification with middle-management experience, with on-site work in South Africa.

Qualifications

• Matric (Grade 12) is required.
• 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
• Capture service requests by 3rd party, Dimension Data, as per agreed operating model in CA Service Desk
• Scope work for all major maintenance and project activities
• Schedule, prioritise and update maintenance and project activities in the master plan
• Coordinate and prioritise activities with the team
• Build and maintain professional relationships with stakeholders and influence and negotiate to achieve win-win outcomes
• Initiate meetings with key stakeholders to track progress and manage expectations
• Preserve relationships and seek mutual gains when addressing conflicts
• Anticipate consequences and adapt problem solving based on feedback
• Resolve problems, queries and complaints promptly
• Adapt communication styles to audiences
• Obtain feedback on technological issues from users
• Identify solutions to current and future technological issues
• Trend and analyse data to identify problems
• Advise and take steps to remediate
• Report trends and causes of technological issues weekly and monthly
• Investigate root causes of issues
• Provide end-to-end management support for infrastructure frontend operations
• Identify projects requiring implementation
• Plan and prioritise tasks
• Allocate responsibilities and resources
• Demonstrate pride in the organisation's brand, services and products
• Maintain personal quality and productivity standards
• Stay up to date with legislation and developments
• Maintain a positive attitude and respond to feedback
• Manage workload and priorities within timeframes and quality standards
• Invest in personal career development
• Read situations and organisational realities
• Set aside personal agenda for the greater good
• Act ethically and transparently.

Education

Matric (Grade 12)

Job description

About the job IT Service Delivery Manager

MinimumRequirements:

• 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
• 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