It Service Delivery Manager

Job Position: IT Service Delivery ManagerRef: 3598 Edwin Location: JohannesburgSalary: R60 000 per month CTC commensurate with experience and qualification including compulsory Pension Qualifications / RequirementsDegree / Diploma in IT or equivalence of experience in Service Delivery Manager roleITIL qualification with emphasis on service improvement / service operationsService Delivery Manager qualificationMinimum of 5 years experience managing a service desk and service desk personnelExperience in service desk report writingComputer literacy MS Suite of productsLotus Notes experienceGood interpersonal and communication skillsSelf-disciplined and able to self-manage and set goalsExcellent customer facing / customer service skillsIn depth knowledge of IT technical supportExcellent leadership and people management skillsReport writing and document managementExcellent organisational skillsAble to work under pressure and meet project / deployment deadlinesSolid knowledge of ITIL disciplinesValid drivers license and own vehicle essentialWillingness to travel when required and work overtimeKey Performance Areas:Monitor, manage and improve service management within the IT DepartmentDefine the service catalogue and update the SLA MatrixMonitor daily incident support and act as escalation pointUpdate and improve the current ITIL processUpdating and maintaining the IT service management system information and providing support to its usersManage interaction with vendorsManage tickets in the Service Desk pipelineContinuously review and develop systems, policies and processes to facilitate management of SLAs