Unit Head, Service Delivery Management & Operations at A Renowned Company

A renowned company in the financial services industry specialized in the use of technology for revenue collection and management requires the
service of the following personnel who must be highly skilled and experienced.

Job Objectives
Unit Head, Service Delivery
Management & Operations

• Monitor all events that occur in the enterprise IT environment to allow normal operations and to detect and escalate exception conditions
• Present service performance metrics to key stakeholders
• Provide a single source of consistent information on all IT services delivered to business
• Lead direct reports in achieving the organisation’s objectives and targets for Service Delivery Management & Operations
• Accountable for the delivery and monitoring of all IT services

Reports To:

Managing Director/ Head, Technology
(administrative reporting)

Job Responsibilities
Department:

Service Delivery Management & Operations
Supervises:

• Senior Specialist, Technology Operations
• Analyst, Technology Operations
• Senior Officer, Service Delivery Management

Key Performance Indicators

Competence Requirements

• Oversee activities related to technical operations and service delivery management
• Oversee the development and maintenance of policies, principles &
• definitions of service packages
• Approve the documentation of service definitions
• Ensure consistency between the service catalogue and the overall service portfolio
• Oversee the event categorisation framework
• Review event reports and ensure appropriate action is being taken to address events
• Ensure there is an end-to-end provisioning process facilitating automation wherever possible
• Ensure addition, modification or removal of any IT asset in a standard and controlled manner
• Approve the overall service measurement framework that determines service efficiency
• Define the overall Service Monitoring & Reporting schedule
• Size of current backlog of outstanding service requests% of incidents handled within agreed response time
• # and % incidents processed at
• service desk (First Time Resolution)
• #  of problems recorded
• # and % of service requests completed within agreed target
• times
• Continuous improvement in IT
• services delivery
• Supplier performance compared to agreed (contracted) levels
• Good knowledge of IT services and operations
• Good knowledge of IT infrastructure, infrastructure and service delivery
• Good understanding of service management tools for event management, provisioning and monitoring
• Event and provisioning management experience
• Knowledge of Infrastructure Maintenance & Operations
• Understanding of IT services and service readiness
• Good knowledge of ITIL Service Delivery processes
• Good Understanding of Incident Management tools
• Good Understanding of Problem Management tools
• Business and financial awareness of the impact of
• Problems
• Business awareness of the impact of service levels and any associated failures
• Ensure that level of service availability matches or exceeds the current and future needs of clients
• Constantly review tie service dashboard to understand aggregate service performance
• Monitor and report performance of infrastructure services to the
• Head, Technology
• Review and approve potential service improvement opportunities
• Serve as point of escalation, review and approval for key issues and decisions
• Participate in supplier selection, assist in setting selection criteria and
• potential suppliers’ evaluation
• May contribute to budgeting activities as required
• Involved in the hiring and development of staff
• Responsible for the appraisal of team members
• # of key components and related events within the IT environment that are monitored
• Timely production of monthly workload capacity forecasts
• % utilisation of capacity
• Service catalogue exists and formally refreshed and released
• CSAT

Specification/Qualification

• Strong documentation skills, ability to aggregate data cogently
• Ability to liaise with senior management
• Ability to work under pressure
• Excellent co-ordination skills
• Strong communication skills
• English

Educational Qualification                            
Minimum of a Higher National Diploma (HND) in Computer Science, Computer Engineering or related areas

Professional Qualification 
Possession of the following certifications is recommended: ITIL,PMP

Desired Experience 

• 10 to 12 years of functional experience
• 1 – 2 years of management experience