IT Service Delivery ManagerFNB Connect and Service Provider is looking for a dynamic and highly skilled IT Service Delivery Manager to join their team. The successful applicant will be responsible for ensuring the effective delivery and ongoing enhancement of IT services within the telecommunications sector. This role is crucial in overseeing the performance and reliability of IT systems, ensuring they align with the company's strategic goals and deliver exceptional mobile experiences. The IT Service Delivery Manager drives operational excellence by balancing innovation with rigorous security and reliability standards.
Key Responsibilities:Manage relationships with external vendors and service providers, including negotiating contracts and performance management.Get involved in the evaluation of new technologies to meet the Business Unit's Strategic goals.Handle high-pressure situations and manage crises effectively to ensure minimal impact on service delivery.Ensure proactive monitoring and ITSM resolution standards are documented and implemented.Classify and raise incidents according to their severity impact.Communicate incidents to the Business Unit until the issue has been resolved.Set up and facilitate war-room technical escalations sessions with all impacting parties.Ensure issues are raised and standards are always followed within agreed SLAs.Perform root cause analysis for problems and provide workarounds to ensure business continuity.Participate and conduct regular Disaster Recovery and IT audits for all estates.Minimize disruptions and restore services within agreed service level agreements (SLAs) through active participation in war room sessions.Manage and optimize the IT service delivery budget, including forecasting and cost control.Set up service level agreements (SLAs) with internal departments to ensure clear expectations and accountability.Experience with managing significant changes in IT services or infrastructure, ensuring minimal disruption and effective communication.Build and maintain an active communication channel with all business and external stakeholders.Keep the Business unit informed on any outages impacting customers.Consolidate actions taken to resolve incidents and produce RCA reports.Drive Incident Management and Change Management meetings.Ensure all changes have effective implementation, rollback, and test plans, including risk and impact analysis for critical or complex changes.Update the disaster recovery and business continuity plans to reflect changes in the business environment and IT infrastructure.Ensure a comprehensive disaster recovery plan is in place that outlines steps to be taken in the event of a disaster.Review and refine performance indicators (KPIs) for IT operations that support business objectives.Present Technical roadmap at monthly Tech Manco and Delivery Manco forums.Familiarity with industry regulations and standards related to telecommunications and IT service delivery, such as GDPR, SOX, or PCI-DSS.Additional Requirements:Deep understanding of service management principles, frameworks (such as ITIL), and best practices.Strong interpersonal and communication skills to build and maintain relationships with clients.Ability to understand client requirements, manage expectations, and ensure client satisfaction.Leadership qualities to guide and motivate technical team members.Oversee multiple projects or initiatives through planning, organizing, and coordinating resources.Analyze complex situations, identify problems, and propose effective solutions.Critical thinker with the ability to make decisions quickly to address service-related challenges.Mindset of continuous improvement by proactively identifying areas for improvement.Good understanding of IT systems, infrastructure, and emerging technologies.Additional Skills Required:Configuration and setting up JIRA and Confluence for documentation purposes.Configuration and creation of ServiceNow Dashboards for reporting purposes.Knowledge of various application and monitoring tools such as ScienceLogic, App Dynamics, and Zabbix.Proficiency in creating and maintaining detailed technical documentation.Demonstrated ability to align IT service delivery with customer needs and business goals.Familiarity with project management tools and methodologies.You will be an ideal candidate if you have:Bachelor's degree or higher in computer science, Information Technology, Engineering, or a related field.Certifications in ITIL, PMP, or equivalent.5+ years in IT operations management, preferably in telecommunications.Proven track record in IT infrastructure service management.Certifications in additional frameworks or methodologies such as COBIT, Six Sigma, or Agile/Scrum.Experience in a leadership role within a large-scale IT service organization.We can be a match if you are:Curious & courageous - driven by always wanting to know more.Obsessed with mastery - constantly pushing yourself to improve.Adaptable and willing to learn.Passionate in providing insights.Thrive in a collaborative environment.Are you interested to take the step? We look forward to engaging with you further. Apply now! Job DetailsApplication Closing Date: 18/09/24
All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities.
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