Service Delivery And Incident Manager

Job category: Banking, Finance, Insurance.

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: Yes

About our company

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 inclusive of general office automation systems within the JSE.

The role involves managing focused incident and problem management functions for all priority 1 and 2 incidents logged, conducting root cause analysis for P1 and P2, and ensuring IT system service restoration within SLA.

Key Responsibilities

1. Manage the service desk: Responsible for managing daily operations, the service desk team, and ensuring continuous development and improvement.
2. Results Delivery: Define deliverables by negotiating SLAs, ensuring vendor contracts support internal SLAs, and initiating performance improvement programs.
3. Client Service and Relationships: Manage internal client expectations, build long-term relationships with business owners, and act as the escalation point for IT-related queries.
4. Management and Process: Lead resolution of urgent crises, manage legacy systems challenges, and drive problem-solving practices across the IT department.
5. Leadership and Learning: Contribute to performance review sessions, engage with the team to motivate better performance, and identify talent for retention.
6. Transformation and Innovation: Support business optimisation improvements through team engagement and meet EE/BEE targets through appropriate recruitment decisions.

Work Experience Required

5 - 7 years experience working in an IT department, managing teams across multiple disciplines in a heterogeneous, service management environment. Financial sector IT experience is desirable.

Qualifications Required

Post-grad Degree in IT, Engineering or Business Management is desirable. ITIL Manager/Expert Certifications are also desirable.

Additional Job-Related Training Required

1. JSE-specific IT systems and applications.
2. ServiceNow knowledge.
3. ITSM tools.
4. Conducting performance feedback meetings.
5. Coordinating on-the-job training for new hires.
6. Displaying high level of ethics, integrity and confidentiality.