Description
Specific Responsibilities
Service Management
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Supervising Service Desk teams to facilitate continual improvements in Service Delivery
Education
- Tertiary IT related Qualification
- Certificate/Diploma/Degree
Experience
- 2-5 years Service Delivery Management
- 2-5 years Service Desk Experience
- 1st, 2nd and 3rd line support and escalation
- Management experience in the IT and/or technical environments
Competencies and Skills
- Exceptional customer-facing skills
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Understanding of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organisational skills
- Ability to manage and prioritise tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills