Pevans East Africa Limited is looking for a highly motivated IT Service Delivery Manager.
The main role will be to define and ensure that IT services are delivered in accordance with set and agreed guidelines, managing the service lifecycle and supervising the service IT team, specifically, he/she will:
Key responsibilities
Monitor analyze and report on service delivery metrics and overall performance.
Coordinate planned changes in liaison with relevant departments such as customer service and operations.
Maintain relationships with technical teams, IT, and business partners. Communicates on major service outages/escalations.
Manage service delivery teams and individual objectives, performance and development. Develops and operates a broad set of service level management tools
Demonstrate 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.
Create standardized procedures in IT service change management for Systems, Database, Networks and Middleware
Advocate the use of effectiveness measures in demand analysis for proposed IT service changes.
Provide insight into developing solutions for infrastructure changes in IT service.
Contribute to the establishment and use of best practices in IT service change management.
Elaborate on industry trends and directions in IT service change management.
Lead the charge in Managing Projects incidents, configurations, and problems and ensuring that projects deliver value to the business.
Implementing continual service improvement initiatives that lead to a more stable and reliable IT platform
Job Qualifications
Experience in leading large ITIL based management projects
At least 4 years working experience in a similar role
Experience in CSIP and SIP
Experience in change management -Drive 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
Education
Degree in IT
Advanced ITIL qualifications
Skills
Excellent knowledge of IT systems and tools
Excellent people management skills
Client focused
Excellent managerial skills
Process driven
