Position Description :
The IT Service Delivery Management Officer is responsible for ensuring that IT systems and services that collect, hold, and process data are available and delivered consistently, reliably, and effectively.
The incumbent oversees day-to-day operations and coordinates the work of multiple support groups, both internal to the CLIENT, as well as Managed Service Providers (MSPs).
The incumbent ensures the various MSPs (and CLIENT'S IT staff under their supervision deliver efficient and effective systems and services in accordance with contractual obligations and best practices.
The incumbent has regular contact with MSPs, with other Service Delivery Managers (SDMs), with Solution Engineers, with vendors, and all Services of Division of Information Systems and Telecommunications (DIST).
S / he understands and communicates the CLIENT's IT strategy and vision, policies, and decisions throughout the Area of Responsibility in a positive manner and leads by example in the adherence and adoption.
DIST’s current workplan includes a greater focus on driving and supporting the implementation of the Data Transformation Strategy, by providing the necessary technological solutions for its success.
Specific Duties And Responsibilities
Within the Area of Responsibility :
Oversee daily Business-As-Usual operational decisions, including incident, problem, change, service request management.
Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements reporting non-compliance as appropriate.
Monitor Service Level performance targets (internal and external); including, follow up, validation, and audit of results.
Serve as primary escalation point for end-user and operational issues (Incidents & Service Requests) not resolved within established SLA's;
coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner.
Work closely with CLIENT's SDMs and MSPs to carry out problem management, root cause analysis, and prevent recurrence of critical problems by executing approved changes.
Review and validate that Change Management processes are adhered to by both staff and MSPs. Ensure that change, test, and release processes are carefully planned and executed.
Review installation of new or upgraded systems and services. Support deployments and testing of new IT components.
Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
Ensure solutions are of high-quality from a technical perspective and that end-user support is responsive and effective.
Provide accurate and timely information on operational status and reports to management.
Ensure Audit recommendations and actions are completed in a timely manner.
Assist in drafting requests for proposals and reviewing support contracts including SLAs (Service Level Agreements), and SOPs (Standard Operating Procedures).
Skills & Experience
6 years relevant experience with Undergraduate degree; or 5 years relevant experience with Graduate degree; or 4 years relevant experience with Doctorate degree in the fields of Information & Communications Technologies, Computer Science, Information Systems, Information Technology, or another relevant field
ITIL V3 Foundation
IT-Service Delivery Management
IT-ITIL Processes and Service Operations Management
Minimum 4-6 years’ experience in IT of which 3 spent managing IT service delivery with SLA based delivery of both centralized and decentralized applications, systems, and services.
Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement.
Strong interpersonal skills that include effective communications (both verbally and written) at all levels, to technical and non-technical audiences.
Experience in monitoring and control, data analysis, service delivery reporting and presentation for executive review and decision making.
Desirable Skills / Experience
Experience in managing the delivery of service for data systems.
Experience providing IT services, including management of Managed service Providers (MSPs).
Solid understanding of application and infrastructure technologies used in IT systems and services supported by IT staff in the Area of Responsibility.
Experience working with business partners to understand how IT affects an organization and link it to business processes and operational tasks.
Ability to influence, manage and lead negotiations with stakeholders.