JOB OVERVIEW
The job holder is accountable to the IT Service Delivery Manager (Senior IT Manager) for delivery of all IT services within the employer's area.
The overall purpose of the job is to provide a single channel for managing specified and agreed IT services. The Service Delivery Manager is directly responsible for the performance of the on-site service delivery team as well as managing the delivery of extended IT teams within the organization and external 3rd party sub-contractors.
KEY BEHAVIOURS AND COMPETENCIES
Ability to bridge communications between the service delivery team within the IT organization and its business customers, with a focus on developing an understanding of what the IT organization and its service providers can deliver, and how the deliverables can be measured most effectively.
Ability to manage across organizational boundaries, with the goal of understanding political drivers and influencers.
Interpersonal relationship strengths for managing disputes and driving change in behaviors.
PRIMARY RESPONSIBILITIES AND ACTIVITIES
The IT Service Delivery Manager manages the delivery network to fulfill the customer Service Level Agreement (SLA) through service delivery team(s). This includes
dynamic planning, organising, coordination and control of service delivery activities and resources taking into account changes in both supply and demand
effective monitoring of day-to-day operations and performance measurement against both Operational Level Agreement(OLA) and customer SLA
disciplined management and improvement of IT operations and service management processes and procedures to ensure sustained stability in IT operational health and service excellence
ongoing review and examination of measured results for problem determination and root-cause analysis, and taking appropriate action to correct failed activities, functions and processes
Relevant reporting on services and delivery performance to IT Service Delivery Management and the site IT Service Manager
o Continuously guiding service delivery activities to maintain and proactively improve services through corrective actions for the benefit of the IT organisation and ultimately the customer
Takes cognisance of, adheres to and promotes Corporate Governance and Company policies and procedures relating to health, safety, security, environmental, asset management and statutory issues.
PRIMARY WORK ARRANGEMENTS
The incumbent of this role will be required to work closely with the wider IT Service Delivery Management team (including the governance team), designated IT Service Manager for the site as well as with the IT Infrastructure Manager.
The incumbent of this role will also be required to interact with the team based at CHQ including the Risk Management, Commercial Management and Applications Management teams.
QUALIFICATIONS
Bachelors degree in, computer science or related field
Information Technology Infrastructure Library (ITIL) Service Manager Training
Project Management Institute (PMI) training is desired, but not required.
EXPERIENCE
Five to seven years in IT Infrastructure Management and/or IT Service Delivery management.
Information Technology Infrastructure Library (ITIL) practical implementation experience
Management of technical team(s)
REQUIRED KNOWLEDGE & SKILL
Strong planning and management skills
Strong interpersonal skills
Strong problem solving skills
Knowledge of systems management processes and tools is important.
Adherence to accepted project management practices is expected to enable the required co-ordination of multiple service delivery activities and needs
Knowledge of industry best practices in service delivery (e.g.benchmarking) and in the use of appropriate measurement metrics and techniques |
