EE Service Delivery Lead

Submitted by Carlo Baptista on Mon, 11/15/2010 - 12:13
Job Category: 
Manager
Position Type: 
Permanent
Salary: 
R450-R550k
Location: 
South Africa
City: 
Sandton, Johannesburg
Contact Email: 
carlo@astuteresourcing.com

Equity – we are ideally looking for a person of colour Job Title Service Delivery Lead
Reporting to IT Risk Manager

Description of role and responsibilities, overall job objective

Responsible for the management and control of systems support for all production issues to negotiated service level requirements by business units  exclude infrastructure. First-level support includes incident escalation, trend and root cause analysis, and problem resolution. Ensures specialist technical expertise and support in installing, testing, tuning, optimising, diagnosing problems, resolving, upgrading and maintaining ITC systems. The incumbent is responsible for first-level support strategy, support for business development, quality of service and overall management of the operations. Progress the current Desktops strategy that provides greater production support for primarily the ITC applications. Lead the Front Line Support team to resolve the majority of the issues and have wide knowledge of the applications and infrastructure. Enable FLS to free up time for the Applications Development and Business Analysis teams to focus on projects and system enhancements, which will in turn reduce many of the production issues.

Core competencies

  • Service delivery/customer service to resolve issues effectively
  • Managing service levels from outsourcing arrangements
  • Continuously improve processes and service levels
  • Leading a team into new areas of production support
  • Effective planning to address the cause of issues with Systems Management and Payments
  • Experience on financial exchanges, JSE, SAFEX, Yield X
  • Use of Service Manager 9 for problem and incident management
  • Windows 7 and SCCM console proficiency
  • Experience on ICM systems would be beneficial

Skills/Education

  • Degree or Diploma and the required Certification with related experience.
  • ITIL or other service management qualification preferably but not pre-requisite Personality
  • Customer focus - Follow issues/concerns through to delivery/solution
  • Efficiency - Ability to multi-task and prioritise most important issues
  • Interpersonal - Ability to interact with people from all areas of Capital Markets
  • Productiveness - Willingness to challenge the status quo
  • Persistence - Desire to get things done and strive for improvement
  • Intelligence – Comprehends new information and willingness to learn
  • Sensitivity to address the development needs of reporting staff
  • Team player with good interpersonal and communication skills
  • Analytical skills with excellent problem solving skills
  • Assertive, contributor to discussions, collaborative approach
  • Attention to detail and ability to bring this through in all work done personally and in the team
  • Ability to deal with pressure and remain level headed
  • Ability to be flexible and adjust to change in priorities quickly