Duties and Responsibilities
Monitors, analyses and reports on service delivery metrics and overall performance.
Coordinates planned changes in liaison with relevant departments such as customer service and operations.
Maintains relationships with technical teams, IT, and business partners. Communicates on major service outages/escalations.
Manages service delivery teams and individual objectives, performance and development.
Develops and operates a broad set of service level management tools.
Demonstrates knowledge of and ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to, and to improve IT service operations.
Creates standardized procedures in IT service change management for Systems, Database, Networks and Middleware.
Advocates the use of effectiveness measures in demand analysis for proposed IT service changes.
Provides insight into developing solutions for infrastructure changes in IT service.
Contributes to the establishment and use of best practices in IT service change management.
Elaborates on industry trends and directions in IT service change management.
Leads the charge in Managing Projects incidents, configurations, and problems and ensuring that projects deliver value to the business.
Implements continual service improvement initiatives that lead to a more stable and reliable IT platform.
Weekly and Monthly report writing on service delivery performance.
Qualifications
Degree in IT/Computer Science
Advanced ITIL qualifications
Experience in leading large ITIL based management projects
At least 5 years working experience in a similar role
Experience in Continual Service Improvement Processes (CSIP) and SIP
Experience in change management – Driving ITIL processes in a rapidly changing environment
ITIL expertise in leading complex ITIL service delivery projects and implementing new processes and solutions
Service life cycle
Design of new services
Integral service design
Excellent knowledge of IT systems and tools
Excellent people management skills
Client focused
Excellent managerial skills
Process driven
If you are up to the challenge and possess the necessary qualifications and experience, please send your application letter and CV only quoting the job title on the email subject (IT Service Delivery Manager) to hr@sportpesa.co.ke by 25th October 2024. Only short-listed candidates will be contacted for interview.
Apply via :
hr@sportpesa.co.ke
