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