Service Delivery Manager (Mbombela)

SUMMARY:
Delivery Management - Study and understand the contractual obligations. - Define operational requi

POSITION INFO:

Delivery Management

• Study and understand the contractual obligations.
• Define operational requirements to support the contractual obligations.
• Develop and maintain operational work instructions.
• Understand the requirements for, and application of, successful service monitoring tools.
• Service monitoring capability.
• Establish and maintain the capabilities and capacities required to manage the operational duties.
• Manage the financial cost aspects of service delivery in respect of resource usage and cost recovery.
• Identify opportunities and proposals for solutions to optimise service delivery to client or extend the service offerings of Gijima at the client.
• Teamwork with the rest of the organisation and business partners to drive service excellence.
• Measure the status and health of ICT services in respect of the defined standards and deliverables as set in:
  • Legislation,
  • Service Level Agreements,
  • Operational Level Agreements,
  • Third party contracts.
  • Understanding the nature of new and existing ICT services.
  • Monitor and manage risks in accordance with the appropriate risk appetite and risk mitigation strategies.
  • Generate the appropriate information required by other parties and service delivery functions.
  • Ongoing active planning and execution of continuous service improvement initiatives
  • Understand the infrastructure components responsible for the delivery of services.
  • Provide data on component or service trends that can be used to optimize the performance of ICT services.

DAY TO DAY OPERATIONAL MANAGEMENT

• Plan and project manage operational and remedial work, including Audit recommendations, with inclusion of the required resource capabilities and capacities.
• Plan, execute and manage operational work of technical support teams.
• Ensure that all relevant information from service monitoring is reported to, and acted upon, by the appropriate people.
• Oversee the success of daily operations
• Manage escalations
• Initiate remedial work as a result of SLA violations
• Manage small client projects and operational projects

INCIDENT MANAGEMENT

• Monitor all incidents on a daily basis
• Manage SLA attainment
• Do quality assurance on completed work
• Communicate to client on open incidents
• Escalate when required
• Co-ordinate resolution activities
• Providing reporting and root cause analysis in respect of incidents.

CHANGE MANAGEMENT

• Verify all changes submitted
• Attend CAB’s meetings for change approvals
• Monitor change execution
• Ensure adherence to client processes
• Approve emergency changes
• Periodic review of the environment to ensure conformance to changes.
• Implement remedial actions that minimize the impact of service incidents and system events in conformance to the relevant Change Procedures.

PROBLEM MANAGEMENT

• Verify all information
• Ensure RCA’s get done
• Follow and adhere to client’s processes
• Ensure submission and sign-off with client
• Ensure closure of RCA’s

SERVICE REQUEST MANAGEMENT

• Check all IMAC’s logged daily
• Ensure all tasks are completed timeously and updated
• Ensure closure of tickets and adherence to all required processes

REPORTING

• Daily reporting and communication on operational activities
• Report on completed changes
• Gathering relevant data and compiling reports on the conformance of service delivery in respect of the requirements.

DOCUMENT MANAGEMENT

• Daily management
• Keep all documents up to date

Formal Education  

An ICT professional. Tertiary qualification at or higher than NQF level 7 will be an advantage.

Experience  
Operational / Technical experience in any ICT Field will be a distinct advantage

ITIL v3 Foundation
  

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