ITSM Manager

 ITSM:

• Provides guidance and support for the Service desk to deliver services according to best practices, company standards, and guidelines.
• Contributes to the development and establishment of ITIL practices in support of the services being delivered by the ICT section.
• Retains ownership and improvement of the Incident, Service Request, Problem, Asset, and Change enablement practices and establishes effective controls to measure and enable relevant outcomes.
• Ensures the establishment of reporting / measurements to assist with managing the practices and services and identifying improvement opportunities.
• Liaises with vendors and suppliers on products and services to review service levels and underpinning agreements for contracted ICT services.
• Chair the Change Advisory Board (CAB) and manage all process activities throughout the change management lifecycle.
• Develops and establishes a measurement framework with best practice key performance indicators to measure the practice maturity and create a baseline for improvements.
• Promote the continuous improvement practice by identification of areas to improve and formulating action plans to implement.

 Config (EUC):

Perform daily management role for the EUC Config and Tote workshop and managing on-site installations, repairs, maintenance, and test tasks.

• Assist with coordination and investigation of diagnostic errors or technical problems and determining proper root causes with resolutions.
• Scheduling and assignment of fleet vehicles utilized for ICT support services.
• Manage and coordinate remote support for field services / dispatching of ICT equipment.
• Develop and maintain work schedule and resource roster for business as usual and project-related tasks.
• Participate and provide input to project planning and execution activities for the Config services.
• Development of EUC standards for ICT equipment deployed, supported, and maintained.
• Compilation and submission of service reports for services delivered according to service level agreements.
• Develops relationships with vendors and clients by researching and delivering quality and professional solutions to identified service areas.
• Maintains and ensures timely updates to relevant systems for the control and management of ICT tickets and assets.
• Complies to company policies, processes and procedures and contributes to continuous improvement on way of work and standard operating procedures.

Human resource management:

• Manage and supervise teams that are responsible for maintenance and servicing if ICT and Tote equipment according to schedules and company standards.
• Scheduling and coordinating allocation of technical resources to ensure timely and professional delivery of services.
• Challenge others to develop in their respective area of expertise while serving as a role model.
• Acknowledges and appreciates each team member''''''''s contributions by providing feedback and recognition.
• Effectively utilizes each team member to his/her fullest potential in relation to ICT services delivered.
• Manages team conflict and effectively promotes communication and collaboration within the team structures.

Live up to Phumelela’s values

• Create a sense of urgency.
• Show integrity in dealings with others.
• Show commitment to excellence.
• Promote and implement innovation.
• Strive for excellence in customer service.
• Actively recognize the importance of people

Knowledge and Skills

Formal Education

• Grade 12
• Degree or Diploma in relevant field: ICT

Technical/
Legal Certification

• A+, N+, MCSE, CCNA
• ITIL practitioner, ITIL foundation (minimum)
• ISO20K, COBIT (preferred)

 Experience  

• Three+ years’ experience leading and managing IT Service desk team.
• Five+ years of experience developing and establishing ITIL practices within an organization.
• Three+ years’ experience supporting the operation and maintenance of computer hardware and software systems, applications and support and delivery of end user services.
• Three+ years’ experience in managing project schedules, project teams and deliverables.
• Microsoft SharePoint experience an added advantage.

Competency

Description

Attention to Detail / Detail Focused

The ability to attend to detail whilst executing outputs to ensure the quality-of-service delivery

Accuracy

The ability to execute outputs with exactness and precision thereby eliminating errors

Strong Business Acumen

The ability to carry out organizational strategy with a clear understanding of the industry trends, economic sectors, and market dynamics

Problem Solving

Strong Analytical and problem-solving skills

Motivated

The ability to feel enthusiastic, interested and committed to do something or have the effect on other people

Leadership Skills

The ability to coach, mentor and develop others

• Able to work in a fast-paced environment.
• Familiarity with process development, EUC equipment and peripherals.
• Ability to adapt in a quickly and creatively constantly changing environment.

APPLICATIONS:
Employees who are interested in this position and who meet the requirements, may forward their CVs to: LizN@------ or --------Please upload your CV here--------

If you have not been contacted within a three-week period after the closing date / interview, please consider your application unsuccessful.

Closing Date: 30 September 2021