Title: IT Service Delivery Manager / Service Desk Manager / Incident Manager

Location: Randburg

Status: Permanent

Employment equity: This role is a BEE role. Only SA Citizens may apply. Permanent residents do not qualify as BEE candidates.

Purpose:
The Service Delivery Manager will be responsible for Incident Management, Problem Management and Service Delivery management. The successful candidate will oversee the Service Desk, Client Relations and Communication and Training teams. The position will report to the General Manager.

Minimum education and experience required for this role – PLEASE DON’T APPLY IF YOU DON’T MEET THE REQUIREMENTS:
• Tertiary qualifications in Computer Information Systems is an advantage
• Minimum 5 years’ experience in IT Service Delivery Management
• Experience in Service Desk and Telephony systems management
• Minimum 5 years’ management experience
• Have extensive knowledge or exposure to ITIL best practice and related Service Management Technologies (e.g Remedy, HP Service Manager, SAP Solution Manager).
• ITIL V3 foundations certification will be considered an advantage
• Exposure to SAP solution Manager 7.1 will be considered an advantage.

Outputs / KPA:
• Management of key staff responsible for Service Desk, Customer Relations and Training & Communications.
• Product owner for ITSM on SAP Solution Manager. Responsible for product roadmap and innovation.
• Project owner for all SAP Solution Manager ITSM projects or enhancements.
• Management and monitoring of Service Levels across all support teams.
• Manage all SAP support escalations and ensure speedy resolution of system related incidents.
• Problem and Incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).
• Definition and maintenance of the Incident Management Process and related procedures.
• Responsible for managing and driving the service delivery objectives for the organisation.
• Service level reporting to customers Management.
• To develop or improve systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
• Ensure service quality and client expectations are met or exceeded
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.
• Build and maintain client relationships.
• Attend client service review meetings when needed.
• Participate in and prepare SLA reports for capacity planning process.
• People Management. Be responsible for driving career development and conducting periodic performance appraisals.
• Prepare and track budgets for Service Delivery resources, systems and projects.