IT Service Delivery Manager – IT -Online

PLEASE NOTE THIS WILL INTERIM A CONTRACT POSITION WITH THE POSSIBILITY TO BECOME A PERMANENT POSITION TO THE SUITABLE CANDIDATE. APPLY ONLY IF YOU QUALIFY

Qualifications, Skills, and Experience

• ITIL V3/4 and Project Management Certifications.
• Prefer IT Diploma or degree.
• Minimum of 10 years IT experience with Cloud fundamentals.
• Minimum of 6 years hands-on experience in IT service management, preferably in the financial services industry.
• Demonstrates ability to deliver projects.
• Experience implementing ITSM solutions such as ServiceNow.
• Excellent oral and written communication and presentation skills with the ability to communicate with confidence at all levels of management.
• Dedicated to customer service with the ability to work efficiently and build trusted relationships with a federated company structure.
• Excellent administrative and coordination skills.
• Ability to work in a fast -paced environment and thrive under pressure.
• Team player with excellent interpersonal skills.

Responsibilities

• Collaborate with various IT functions to formalize and implement a service delivery framework, an integrated set of ITSM and CMDB processes based on ITIL.
• Interact with the ITSM vendor and manage the implementation and operation of an ITSM platform.
• Formalize and implement vendor SLAs and internal OLAs.
• Train ITSM stakeholders in the ITSM process and using the ITSM platform.
• Act as the sole point of contact and accept responsibility for service requests. Mobilize and coordinate IT resources required to fulfill service requests including service catalogs, incident management, event management, management, problem management, change management, IT and Cloud service requirements platform, etc. Raise unresolved issues.
• Monitor and ensure services are delivered in accordance with SLA and OLA performance goals and targets.
• Understand and interpret the dynamics of the business unit and need to provide optimal delivery of services.
• Manage business unit expectations in relation to services, priorities, and delivery timeframes.
• Build and maintain effective and trustworthy relationships with business units, IT functions and external vendors providing IT services.

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