IT Service Delivery Manager at Old Mutual Kenya

Introduction

This role is responsible for development, implementation and management of business aligned IT services and service level management.

Minimum Requirements

• Bachelor’s degree in IT or Computer Science
• Must have systems/network administration, or any other ICT certifications
• 5 years of IS working experience
• Working knowledge of Financial & Project management.

Job Specification…

Service Delivery Management

• Champion IT service culture within the organization.
• Understand, champion, and implement best practices for Service Desk operations.
• Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets
• Create and maintain the service catalog
• Analyze and review actual service performance against SLAs and OLAs with the vendor manager
• Responsible for maintaining the IT Asset Database
• Provide regular reports on service performance and achievement to Business and IT management
• Provide Service Desk performance reports to IT management on a weekly/monthly basis
• Responsible for defining, analyzing, planning, measuring and improving the availability of IT services, to ensures that all designed services are available in order to meet the business requirements.

Service Desk

• Maintain day to day responsibility for the ownership and resolution of issues, incidences, and changes.
• Take overall responsibility for incident, change and issue management and request fulfillment on the Service Desk.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Work with management to evolve Service Desk operations and services to address the needs of the department.
• focused about end user functionality
• Ensures end users are satisfied with the services offered by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay and communicating with the end user in case of service outage

Service cost management

• Responsible for the all ICT Cost and expenditures i.e. Service Desk and Incident Management implementation, Staff training (IT, Customer and user), Support tools , associated hardware
• quantifies the value of services and underlying assets and establishes the operational financial forecasts.

Risk Management

• Identifying, assessing, and controlling risks through analyzing incidences and problem raised through the service desk and evaluate the impact of the business and coming up with mitigation procedures
• Help reduce potential negative impact of changes and mitigate service outage
• Management of IT Services for recovery and continuation in the case of a serious incident, proactive measures, rather than just reactive measures, so that the risk of disaster is minimized in order to ensure continuance of service and that the service provider is able to meet minimum service levels