Service Delivery And Incident Manager

Jse Limited; Gauteng; On-site; ZAR 600,000 - 900,000; Full time

Job summary

The JSE is seeking a Service Delivery and Incident Manager for a 4-month Fixed Term Contract to oversee IT SLAs across business applications. The role involves managing incident functions, defining SLAs, improving departmental efficiency, and contributing to strategic projects within a dynamic financial environment.

Qualifications

• 5-7 years in IT, managing teams in a service management environment.
• Experience in the financial sector (desirable).
• High ethics, integrity, and confidentiality.

Responsibilities

• Manage incident and problem management functions for all priority 1 and 2 incidents.
• Define and negotiate SLAs with stakeholders.
• Oversee service desk operations and ensure service delivery effectiveness.
• Lead crisis resolution and communicate status updates effectively.
• Drive problem-solving practices based on ITIL.

Education

Postgraduate degree in IT, Engineering, or Business Management

Job description

Job category : Banking, Finance, Insurance, Stockbroking Contract : Fixed Term Contract Remuneration : Market Related EE position : Yes About our company WHY JOIN THE JSE?

The JSE recognises that its success and strength depend on the quality of its employees.

We are committed to fostering a culture of continuous learning and high standards of performance.

Our employee wellness programme is designed to encourage work-life balance for employees.

We naturally seek to empower staff and encourage diversity and opportunities for all.

Introduction JSE is looking for a Service Delivery and Incident Manager for a 4-month Fixed Term Contract to proactively manage and measure agreed IT SLAs across the key lines of business applications, including general office automation systems within the JSE.

The role involves managing incident and problem management functions for all priority 1 and 2 incidents, conducting root cause analysis, and restoring IT system services within SLA.

The manager will oversee the service desk operations, ensuring continuous development and improvement.

Results Delivery Define and negotiate SLAs with stakeholders, translate SLAs into operational agreements, and ensure vendor contracts support these SLAs.

Improve departmental efficiency by communicating expectations, monitoring delivery, and initiating performance improvement programs where needed.

Ensure service delivery effectiveness from external vendors against SLAs and best practices.

Contribute to strategic projects, considering risks to existing systems and applications.

Develop a strategic vision for the service desk and set long-term direction.

Client Service and Relationships Promote openness and trust in interactions with team members and stakeholders.

Manage client expectations by negotiating SLAs and ensuring stakeholder understanding.

Build long-term relationships through regular meetings and interactions.

Market and advocate for the service desk and its resources.

Management and Processes Understand JSE system integration and its importance to business objectives.

Lead crisis resolution, ensuring stakeholder expectations are managed.

Communicate status updates effectively and contribute to communication strategies.

Manage challenges with legacy systems through communication and mitigation.

Drive problem-solving practices based on ITIL, tracking adherence and outcomes.

Act as escalation point for IT queries, ensuring resolution and tracking.

Manage service delivery improvement teams and report findings to senior management.

Contribute to risk management and audit processes, developing mitigation plans.

Minimize downtime and ensure timely reporting to stakeholders.

Ensure processes are documented, audited, and improved regularly.

Leadership and Learning Participate in performance reviews related to incident management and SLA tracking.

Motivate the team, promote respect and diversity, and embody JSE values.

Identify talent, conduct succession planning, and provide coaching and mentoring.

Align performance scores with rewards and recognition.

Report on training and development, especially for EE employees.

Optimize resource utilization through understanding staff capacity and needs.

Consult regularly with the team to ensure effective process use.

Transformation and Innovation Support business optimization initiatives through team engagement.

Encourage innovation and act on team ideas.

Meet EE / BEE targets through recruitment and selection decisions.

Work Experience Required : 5-7 years in IT, managing teams in a service management environment.

Experience in the financial sector (desirable).

Qualifications Required : Postgraduate degree in IT, Engineering, or Business Management (desirable).

ITIL Manager / Expert Certifications (desirable).

Additional Job-Related Training : JSE-specific IT systems and applications ServiceNow knowledge ITSM tools Performance feedback and training coordination High ethics, integrity, and confidentiality By applying, you agree to our Privacy Policy .

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