We are looking for an excellent IT Service Delivery Manager for George Western Cape location Essential FunctionsIT Operations:· Driving incident & situation management for all Sev1 & Sev2 incidents· Follows established operating policies to mitigate risk and ensures business availability· Engage and collaborate with the Global geographies team and manage communication, escalations, provide support, drive central initiativesIT Governance:· IT governance and effectiveness to be measured on weekly, monthly & quarterly basis· Compliance assurance - support audit activities along with risk identification & management.
Vulnerability management.IT Transition Management:· IT client transition management· Client account & portfolio management· Program management· Stakeholder management· Client communications around Technology· Understand technology availability metrics and share insightsInformation Security:· Ensure compliance to client contractual obligations on InfoSec & Regulatory controls/certifications· Audit & Risk Management· Manage IT governance with client and all business stakeholders Primary Internal InteractionsBusiness OperationsAll Technology Sub-Functions.Internal / External Audit Teams.
Primary External Interactions· Client Teams – especially Client Technology Teams.· External Vendors – Primarily for Service Desk Management.
Organizational Relationships Reports To: VP – Technology Operations Supervises: AVP and Below Technical Skills · Good understanding of Networking, Systems, Voice and business applications.· An industry recognized certification like ITIL / ITSM is an advantage.
Process Specific Skills· Ability to interface and communicate at all levels within the company and Client organizations.· Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.· Working knowledge of MS office, MS Project and Visio.
Soft skills (Desired)Good presentation and interpersonal skills.Excellent problem-solving skills in a cross functional environmentSoft Skills (Minimum) · Strong verbal and written communication skills· Strong customer service orientation ability to connect with global customers and work with Global teams.· Good listening and consultative skills.
Education RequirementsGraduate, Preference for B.E.
/ B.Tech with industry recognized certifications like ITIL/ ITSM.
Work Experience RequirementsMinimum 5 – 10 experience in managing technology operations for a large organization in outsourcing environment.Willingness to work in a 24 x 7 environment.
