Manager IT Service Management Global Grade14-Barloworld Equipment

OUTPUTS:

Setting direction and strategy for IT Services as part of overall IT Strategic planning

Leads and manages customer service function as well as the IT Help Desk Function

Establishes and manages IT customer support function
Provides IT Help Desk as single point of contact for all IT support for users and customers
Ensures appropriate Help Desk system is in place with required capability for management reports, viewing and managing staff workload and standardizing workflow and support processes
Defines IT services offering and maintains the service catalogue
Defines service costing model and appropriate service charging/cost recovery model
Establishes best practice processes to identify, track, escalate, resolve and report customer problems.
Defines standards and measures for quality and customer satisfaction requirements.
Benchmarks services and process performance against identified industry standards to ensure customer satisfaction

Constantly manages service levels and quality to end-user satisfaction across all regions
Manages customer feedback including escalations

Responsible for the overall development, support and maintenance of the IT service Level management processes.

Analyzes, reviews and measures service level performance against agreed upon service level agreements (SLAs) with the business and operating-level agreements (OLAs) with service providers (internal and external).
Works closely with the business and IT Delivery teams to define and agree on service level requirements of any proposed new services and changes to existing services.
Works with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels.
Produces regular reports on service performance and achievement to stakeholders.
Organizes and maintains the service level review process with the business and service providers.
Initiates any actions required to maintain or improve service levels.
Acts as the liaison for tracking, communicating and managing any changes to service levels
Works with Applications and Infrastructure Service delivery teams to identify and implement innovative means to continually improve IT services quality and processes. Ensures that value for money is obtained from all suppliers and that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments
Responsible for managing IT Service continuity in line with Business Continuity requirements:

Managing all risks that could seriously impact IT services.
Works with Infrastructure and Applications Delivery managers to ensures a comprehensive IT disaster recovery plan that’s aligned to business continuity is in place and regularly tested
Ensuring that the minimum agreed service levels can be provided in the case of disaster, by reducing the risk to an acceptable level and planning for the recovery of IT services.
Owns performance of IT Service Management processes and ensures they are effective and efficient

Ensures that a Service Management processes are fit for purpose.
Ensures continual improvement of the maturity levels of these processes and associated metrics.
Drive appropriate utilisation of tools to automate service management processes
Orchestrating seamless customer service processes and customer issues escalation management
Builds customer and service centric culture
Benchmarks service performance and costs against industry/ competitors to ensure services remain competitive
Monitors, measures and report overall customer satisfaction
Responsible for daily and long-term strategic management of IT Assets (Software and technology related hardware)

Ensures planning, monitoring and recording of software licenses and hardware assets to ensure compliance with vendor contracts
Assists in forming procurement strategies to optimize technology spend across the organisation
Develops and implement procedures for tracking IT assets to manage them throughout their lifecycle
Works with Infrastructure Manager to implement appropriate IT Asset Management tools
Monitors, evaluates and regularly reports overall status and movement of IT Assets
Provide resources and effective leadership to the section, by

ensuring effectiveness of talent (skills and competence), coaching and mentoring as required
Ensuring clear accountability and responsibility within the section;
Encouraging collaboration and team work through formal and informal communication structures enhance promoting knowledge sharing across teams
Developing, and implementing plans to facilitate employee development and succession planning;

Take accountability for overall governance and performance of the section by

Setting performance objectives and targets
Constantly evaluating and reporting performance, implementing corrective action as and when needed
Meeting governance and compliance requirements
Ensures service management is integrated with overall IT Governance

REQUIREMENTS OF CANDIDATES

Minimum required qualification

Bachelor's degree in computer science, or information systems
ITIL Service Management Certification – Managing Across the Lifecycle
Minimum required experience

Typically has seven to ten years of IT industry work experience including supervisory experience in infrastructure and operations support functions, experience in implementing IT processes, defining IT service management metrics, developing service management procedures and managing service lifecycle improvement.
Experience in IT Management best practices such as ITIL, CMMI or COBIT.
Required strong project management capabilities with a results-oriented, pragmatic approach to problem solving and quality delivery.
Demonstrable and recent experience in service level management and managing external service providers while working according to ITIL service management processes.

Minimum required competencies

Strategic leadership – ability to lead managers and technical experts
Strong management expertise and leadership combined with strong influencing skills
Strong Relationship Management - Ability to lead internal and external resources to deliver set objectives/targets
Specialist knowledge and understanding of the IT industry best practices
Good understanding of IT Service Management processes
Change Advocacy- Identifies and acts on opportunities for process continuous improvement. Ability to explain and sell value of process and overall governance.
Ability to communicate and market IT at different level of the organisation
“Big picture” strategic understanding of business and IT alignment, IT Governance and IT value management


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Job id : , #69665, 13 views,

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