LET’S TALK ABOUT YOUR CAPABILITY AND EXPERIENCE

Qualifications and Accreditations

• Tertiary qualifications at degree level in information technology, or extensive proven direct relevant experience
• ITIL v3 Practitioner or Expert Certification

Experience and Knowledge

• Extensive experience as a Service Delivery Manager in a complex large scale IT infrastructure
• 10+ years’ experience in a Senior Service Delivery Lead/Manager role
• Experience in leading, managing and mentoring teams
• Highly experienced in Incident and Problem Management
• Experienced in providing services to agreed SLA’s and OLA’s
• Extensive knowledge and experience in information technology operations management using ITIL with knowledge of the full IT lifecycle
• Budget and forecasting experience
• Demonstrable experience in influencing conflict resolution
• Excellence in customer service with the ability to develop partnerships with key stakeholders and business units
• Ability to plan and deliver oral and written communications that are impactful and persuasive to the intended audience
• Able to work in a complex environment both internally and externally and communicate with stakeholders at senior levels
• Coaching and mentoring of less experienced staff

Person Characteristics

• Ability to multi-task, work under pressure and to tight deadlines
• Committed to ethical practice, equity and diversity
• Excellent interpersonal, presentation, negotiation and liaison skills
• Strong organisational and planning skills
• Detail oriented and diligent
• Entrepreneurial by nature with a strong sense of ownership. Extensive problem solving and excellent analytical skills.

WE STRIVE TO ENSURE YOU FEEL RESPECTED, INFORMED AND VALUED THROUGH OUR RECRUITMENT PROCESS. IF YOUR EXPERIENCE FALLS SHORT OF THIS, WE WELCOME YOUR SUGGESTIONS FOR IMPROVEMENT VIA OUR CONTACT US PAGE ON OUR WEBSITE.

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LET’S TALK ABOUT THE ROLE AND RESPONSIBILITIES

• Ensure that client infrastructure is maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, plus others)
• Manage configuration and upgrades, problem analysis and resolution for complex problems, in conjunction with clients and external service providers where necessary
• Define, develop, and provide problem analysis and resolution services for complex problems in conjunction with clients and suppliers
• Ensure there are robust procedures and processes within the service delivery team
• Provide proactive management to drive down the reactive and unpredictable element achieving a higher throughput of issues
• Improve application functionality and performance and provide suggestions for system and business improvement
• Deliver continuous improvement, enable industrialisation and innovation to the client by leveraging Capgemini best practices and methods.
• Contribute to the planning of infrastructure releases and configuration changes
• Provide input to infrastructure scalability
• Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
• Lead and prioritise the team’s work load; ensure mechanisms are in place to plan, maintain and track a dynamic view of work priorities and team availability
• Ensure business applications supported are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency
• Manage risk and issues
• Ensure the services are delivered with the budget and contractual obligations (Financial Management)
• Execute weekly, monthly, and other contractual operational meetings with client Manage resourcing / hiring, internal training, skill enhancement, cross trainings, and communications with Capgemini support teams as required
• Assess support currently provided along with the dimensions of team capability and engagement; to identify and progressively close any capability gaps which may emerge
• Manage demand and supply for additional work and/or Service Requests with client