Service Delivery Manager

Baraka It Solutions (Pty) Ltd; Pretoria; Presencial; ZAR 600.000 - 1.100.000; Jornada completa

Descripción de la vacante

Baraka It Solutions (Pty) Ltd is seeking an experienced IT Service Delivery Manager in Pretoria to govern delivery strategies, align with the City ICT plan, and drive ITIL processes. The role requires senior expertise in incident reporting, asset/contract/SLA compliance, and staff development.

The candidate will guide service improvements, manage multi-level user provisioning, and ensure audit readiness while reporting on key performance metrics within the ICT End Support contract.

Formación

• A relevant ICT degree or diploma is required.
• ITIL certificate essential.
• Provide advice and guidance on service delivery matters and improvements.
• Ensure alignment of service delivery strategy with the City ICT strategy.
• Manage the implementation of ITIL processes to improve service delivery.
• Minimum 5 years in IT service delivery management.
• Ensure compliance of ICT assets, contracts and SLAs.
• Daily and monthly reporting of incidents across the City.
• Report on the performance of the ICT End Support contract.
• Oversee training and development of Technicians to keep up with technology trends.

Responsabilidades

• Provide advice and guidance on service delivery matters
• Ensure alignment of service delivery strategy with the City ICT strategy
• Manage the implementation of ITIL processes to improve service delivery
• Manage multi-level administration of all users and groups
• Ensure compliance with audit requirements within the unit
• Monitor quality, risk, standards and practices against prescribed frameworks
• Manage training and development of Technicians to keep abreast with latest technology trends
• Report on incidents and the overall performance of the ICT End Support contract

Conocimientos

ITIL

Service delivery management

Educación

Bachelor's degree or National Diploma in ICT

Descripción del empleo

• A Bachelors degree or National Diploma or equivalent qualification in ICT.
• ITIL certificate
• Provide advice and guidance on service delivery matters and improvements
• Ensure the alignment of service delivery strategy with the overall City ICT strategy
• Manage the implementation of ITIL processes to focus on service delivery improvements
• Manage the multi-level administration of all users and groups 5 years minimum experience in IT Service Delivery Management.
• Ensure compliance of ICT assets management, Contracts and SLA
• Daily and monthly reporting of all incidents across the City
• Report on the overall performance of the ICT End Support contract
• Provide advice and guidance on service delivery matters
• Ensure all Contracts, SLA and Configuration management is managed appropriately
• Manage and ensure employees are equipped with the required skills and resources to perform optimally
• Ensure compliance with all audit requirements within the unit
• Monitor quality, risk, standards and practices against prescribed frameworks
• Mange the training and development of Technicians to ensure that they keep abreast with the latest trends in technology