Purpose
Responsible for managing the delivery of ongoing service improvement activities within the service delivery lifecycle and identifies opportunities to improve the performance of services to deliver enhanced value to the business..
Key Responsibilities
Manage Services to the business from a IT Perspective (Cloud, IT Infrastructure, Security and Application)
Collaborate with other IT Managers to ensure successful execution of all IT production and service responsibilities.
Understand and document an accurate Business Services Catalogue and ensure that technical resources understand the services required by Business
Understand and Document an accurate Technical Services Catalogue and ensure business understands the Technical Services Catalogue
Align Business Requirements to IT uptime and batch processing
Analyse service performance and continuously drive service and production quality improvements.
Provide business with reports requirements
Additional Key Responsibilities
Negotiate and agree service levels (SLA and or OLA) with Business partners
Assisting with the production and maintenance of an accurate Service Catalogue.
Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
Implementing customer satisfaction surveys and implement improvements based on survey outcomes.
Drive problem resolution through identification, root cause analysis and the required resolution actions.
Drive Continuous Service Improvements by using Incident & Problem Management Information.
Minimum Experience
2 years’ experience in Service Delivery & IT Operational Support
3 – 5 years’ experience in a similar environment, of which 1 -2 years at a junior specialist level
IT Management General Knowledge and Understanding
Process Management
Document Writing Skills
Minimum Qualifications
Tertiary qualification (degree, certification, diploma) in General IT Management
Business Relationship Management Certificate
COBIT Certification
ITIL SDM Certifications
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