South Africa

IT Service Delivery Supervisor

Company Letshego Holdings Limited
Reference # ITSDS
Published 11/02/2020
Contract Type Permanent
Salary Market Related
Location Gaborone, South East, Botswana
Responsible for management of various Service Level Agreements between IT and Business, IT and Solution Vendors, IT and External Service Providers and ensure all IT services are measured and managed to perform at these agreed targets.
Job Functions Client Services,Communications
Industries Financial Services
1.Responsible for the coordination of Change Control, assessing the risks and mitigating action plans as well as coordinating the communication of scheduled downtime to various Business units.
2.Ensuring that all Changes raised have appropriate approval from Stakeholders prior to implementation.
3.Responsible for the Communications for all major incidents that impact Critical Business Service delivery to all relevant stakeholders
4.Escalating incidents/service requests that cannot be resolved by helpdesk staff, within agreed timescales
5.Keeping users informed of progress on all requests and incidents
6.Conducting customer/user satisfaction surveys.
7.Creation of various schedules and adhoc Operational Reports aligned to Business and IT Management expectations.
8.The Service Delivery Supervisor is responsible for ensuring that the IT Systems are delivered according to defined Service Agreements for ALL IT systems including the network infrastructure that provides support for the Core Business IT Solutions.
9.Ensure that Incident management SLA’s are achieved and client expectations are met (or exceeded).
10.Ensure that all changes are approved by agreed approval committees and have minimum requirements of: impact, implementation plan and associated backup plan.
11.Track, Review and Manage the resolution of Audit Findings within the Change and Incident Management Area of responsibility prior to the designated compliance date.
12.Build service relationships with all stakeholders in respect to Business, IT and External Service Providers.
13.Ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.
14.Facilitate regular service review meetings; areas covered will include performance reports, service improvements, quality and processes.
15.Responsible for the effective and efficient asset management control of IT Assets
A degree or Post Graduation Degree is ideal – with key focus of the degree being on IT, or appropriate Industry training and certification.

Minimum of 5 years overall Technology experience with an expected minimum of 3 years exposure/experience in IT Service Delivery.

Job Closing Date 19/02/2020
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Last Updated: 30-7-2020 []
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