Job Title
IT Service Delivery Manager
Department/Division
Information Technology
Reporting To
Head of IT
Duties and Responsibilities
- Monitors, analyses and reports on service delivery metrics and overall performance.
- Coordinates planned changes in liaison with relevant departments such as customer service and operations.
- Maintains relationships with technical teams, IT, and business partners. Communicates on major service outages/escalations.
- Manages service delivery teams and individual objectives, performance and development.
- Develops and operates a broad set of service level management tools.
- Demonstrates knowledge of and ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to, and to improve IT service operations.
- Creates standardized procedures in IT service change management for Systems, Database, Networks and Middleware.
- Advocates the use of effectiveness measures in demand analysis for proposed IT service changes.
- Provides insight into developing solutions for infrastructure changes in IT service.
- Contributes to the establishment and use of best practices in IT service change management.
- Elaborates on industry trends and directions in IT service change management.
- Leads the charge in Managing Projects incidents, configurations, and problems and ensuring that projects deliver value to the business.
- Implements continual service improvement initiatives that lead to a more stable and reliable IT platform.
- Weekly and Monthly report writing on service delivery performance.
Qualifications
- Degree in IT/Computer Science
- Advanced ITIL qualifications
- Experience in leading large ITIL based management projects
- At least 5 years working experience in a similar role
- Experience in Continual Service Improvement Processes (CSIP) and SIP
- Experience in change management – Driving ITIL processes in a rapidly changing environment
- ITIL expertise in leading complex ITIL service delivery projects and implementing new processes and solutions
- Service life cycle
- Design of new services
- Integral service design
- Excellent knowledge of IT systems and tools
- Excellent people management skills
- Client focused
- Excellent managerial skills
- Process driven
How to Apply
If you are up to the challenge and possess the necessary qualifications and experience, please send your application letter and CV only quoting the job title on the email subject (IT Service Delivery Manager) to [email protected] by 25th October 2024. Only short-listed candidates will be contacted for interview.
Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
