Job Description
Responsible for ensuring the effective delivery of IT services to clients or within an organization. This role involves managing IT service teams, maintaining service quality and ensuring alignment with business goals. The IT SDM is also responsible for implementing ITIL (Information Technology Infrastructure Library) best practices to enhance service delivery processes.
The role requires the selected candidate to perform the tasks listed:
- Monitor, control and support service delivery activities framework, including management of change requests or service requests from key stakeholders, analysis of production issues and assist in providing viable solutions jointly with IT support team.
- Perform management of the services in supporting IT infrastructure and applications.
- Ensure to meet the service level required in delivering the services.
- Coordinate the incidents and problems leading to resolution, liaise and engage with business stakeholders as part of the service level management function.
- Provide regular and accurate management reporting on performance of the services.
- Drive internal and customer service review meetings covering performance, service improvements, quality and processes.
- Within new projects or major releases, ensure that service and support activities impacts are managed, agreed and ensure that service and support activities can be performed according to standard processes and best practices.
- Be accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
As a successful candidate you will have a bachelor’s degree in computer science or a relevant field with a minimum of 5-years’ IT Service Management and Production Support experience.
