Assistant Director: Service Level Management

SUMMARY:
Assistant Director: Service Level Management (12 months Contract)

POSITION INFO:

Job Purpose:

To assist in negotiating Service Level Agreements and ensuring that service levels are met. To make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets, for all the outsourced services. To assist with the development, management and implementation of ICT policies.

Key Performance Areas:

• To assist in ensuring the creation and implementation a robust, pragmatic service management strategy to serve the needs of the department
• To assist in the review and manage the Service Request Backlog as needed to ensure all service requests are correctly prioritized by service providers, scheduled and moved through the system as desired
• To assist in monitoring, coordinating and the scheduled resources by service providers for service requests
• To assist in managing the workflow of all service requests
• To assist in managing activities of all resources
• To assist in checking with each resource at the end of the day and note all issues requiring priority attention
• To assist in following departments standards and procedures, during the development and implementation of contracts
• To assist in tracking payment of all invoices for the department
• To assist in ensuring that service providers provide a one-to-one or one-to-many customer services where needed
• To assist in creating a suite of meaningful service level agreements (SLA’s) and key performance indicators (KPI’s) based on genuine business priorities
• To assist in providing status reports on a regular basis and recommendations for continuous improvement
• To assist in providing an excellent example of customer service on all levels in the department
• To assist in mentoring technical team on any aspect of their position
• To assist in setting up and reporting on service level agreements
• To assist in ensuring that the department is properly advised on service management topics during pre-sales and service delivery
• To assist with arrangements for the internal business consultations and meetings towards alignment of ICT and business
• To assist in the developing a register for ICT approved and retired policies

Qualifications and Experience:

• A three-year National Diploma in IT / IS, Informatics / Computer Systems / Science or the Related Field
• A certificate in ITIL will be an added advantage
• A collaborative, individual with experience of working with large-scale global IT managed service providers
• 2 years’ experience with Customer Service, Management, Leadership, Staffing, Written and Verbal Communication, Interpersonal Communication, Problem Solving, Decision Making, Critical Thinking, Teamwork, Attention to Detail, Analytical Thinking, Time Management, Working Under Pressure

Competencies:

• Excellent technical and analytical skills
• Strong communication and interpersonal skills
• Good leadership and motivational skills
• Strategic thinking
• Innovative and service orientated
• Ethical and inspirational leadership
• Leading Change initiatives
• Collaboration and networking skill

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