IT Service Delivery/ Compliance/Incident Manager- Western …, George

We are looking for an excellent IT Service Delivery Manager for George Western Cape location

Essential Functions

IT Operations:

· Driving incident & situation management for all Sev1 & Sev2 incidents

· Follows established operating policies to mitigate risk and ensures business availability

· Engage and collaborate with the Global geographies team and manage communication, escalations, provide support, drive central initiatives

IT Governance:

· IT governance and effectiveness to be measured on weekly, monthly & quarterly basis

· Compliance assurance - support audit activities along with risk identification & management. Vulnerability management.

IT Transition Management:

· IT client transition management

· Client account & portfolio management

· Program management

· Stakeholder management

· Client communications around Technology

· Understand technology availability metrics and share insights

Information Security:

· Ensure compliance to client contractual obligations on InfoSec & Regulatory controls/certifications

· Audit & Risk Management

· Manage IT governance with client and all business stakeholders

Primary Internal Interactions

• Business Operations
• All Technology Sub-Functions.
• Internal / External Audit Teams.

Primary External Interactions

· Client Teams – especially Client Technology Teams.

· External Vendors – Primarily for Service Desk Management.

Organizational Relationships

Reports To: VP – Technology Operations Supervises: AVP and Below

Technical Skills

· Good understanding of Networking, Systems, Voice and business applications.

· An industry recognized certification like ITIL / ITSM is an advantage.

Process Specific Skills

· Ability to interface and communicate at all levels within the company and Client organizations.

· Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.

· Working knowledge of MS office, MS Project and Visio.

Soft skills (Desired)

• Good presentation and interpersonal skills.
• Excellent problem-solving skills in a cross functional environment
  
  

Soft Skills (Minimum)

· Strong verbal and written communication skills

· Strong customer service orientation ability to connect with global customers and work with Global teams.

· Good listening and consultative skills.

Education Requirements

• Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM.

Work Experience Requirements

• Minimum 5 – 10 experience in managing technology operations for a large organization in outsourcing environment.
• Willingness to work in a 24 x 7 environment.