IT Service Delivery Manager - City of Johannesburg Metropolitan Municipality - Business Capital Group

Business Capital Group City of Johannesburg Metropolitan Municipality

6 days ago

Description

Job Overview

This role involves analyzing problems, collaborating with IT management and support teams to identify root causes, and developing improvement plans in accordance with industry standards.

The ideal candidate will advise management and support leads on corrective actions to prevent problem recurrence.

Key Responsibilities

Drive Quality: Work closely with support teams and the service desk to understand ticket volumes, incident reoccurrences, and support models. Use this information to develop a continuous improvement plan.
Process Development: Present updated processes and procedures to relevant leads and support teams.
SLA Management: Negotiate, develop, and manage SLAs between IT and business stakeholders according to business needs and IT capacity and capabilities.
Quality of Service: Manage the quality of IT service delivery within budget guidelines and provide progress updates on issues and improvements in monthly reporting to Manager.

Risk and Compliance Management

Identify potential risks affecting IT service delivery (time, cost, scope, quality) and design IT delivery solutions and processes that accommodate these risks for approval by the Manager.

Guide development and support teams on creating delivery models for new services conforming to IT governance, policies, and procedures.

Measure and drive compliance of defined SOPs and policies associated with IT service delivery, investigating non-compliance and updating relevant documentation.

Manage IT Audits and findings.

Reporting

Monthly reporting to IT management on issues, escalations, and SLAs.

Requirements

NQF Level 7 Qualification in Computer Science or equivalent
Bachelor's Degree in IT or related field (NQF Level 7)
5-7 years' experience, with at least 5 years in a managerial position
ICT Application support
ITIL Foundation certification
Sound understanding of IT Frameworks (COBIT) and Service Management practices
Good working knowledge of Information- and Cyber Security principles and Data Protection laws
Experience supervising or leading a team

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