Core Description

To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer. Responsible for planning, managing and directing Systems Integration consultancy which provides company technologies, systems and processes to assigned customers to enable them to gain competitive advantage.

Key Deliverables / Primary Functions

Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives.
Oversee service management in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
Contribute to the development of service schedules and manage the maintenance of service level agreements (SLA’s) and operational level agreements (OLA’s).
Develop and manage the implementation of processes and procedures to deliver on services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements. Provide detailed guidance to project teams on all service management issues.
Manage the identification and mitigation of operational risk within their customer.
Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets

Core Functional Skills ’ Knowledge

Project Management
Service Level Agreement (SLA) Management
Contract Management
Finance and Budget Management
Risk Management
Relationship Building

Core Behavioural Competencies

Culture Match
Deciding ’ Initiating Action
Delivering Results ’ Meeting customer expectations
Job Match
Persuading and Influencing
Planning ’ Organising
Working with people
Writing and Reporting

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Business
OR NQF 4: Grade 12

Additional Education -Preferred /Advantage
Experience

5 years’ IT Service Integration Management experience, of which 2 years is at a management/supervisory level.
Or
If the highest qualification is grade 12, 7 years’ IT Service Integration Management experience, of which 2 years is at a management/supervisory/specialist level.

Certifications

ITIL