s are updated Ensure IT Recovery Plans are updated
Technical ConsultationAcquires and applies knowledge of business processes, procedures, policies and practices. Â Provides technical advice and consultation to the business. Leads others in technical initiatives across platforms/environments e.g. cost saving, timing IT Service Delivery Management Manage the multiple suppliers to give the optimal mix of flexibility, innovation, standard and consistent service.Â Act as the custodian of IT service management processes and procedures to be deployed across the enterprise and ensure they are followed.Â Play a pivotal coordinating role in all service management processes.Â Stay ahead of the Curve on advanced global service management.Â improvements, tools, processes, and practices.Â Drive a culture of continuous improvement across the service delivery an supporting technology teamsÂ Act as the point of contact for all service delivery escalations e.g. Major Incidents and work across the value chain to ensure successful resolution.Â Â Monitoring customer satisfaction ratings to identify emerging issues and toÂ implement remedial action.Â Work within a DevOps environment, collaborate with development teams and ensure smooth transition of products into operations.Â Ensure optimal use of Service Engineering technologies by technology teams e.g., Service Now & Dynatrace (where applicable) CMDB ensuring clean & flawless datasets across the estate.Â
Role RequirementsÂ Matric qualificationÂ Appropriate IT qualification, ITIL V3 Foundation Certification would be hugely beneficial Â 5-6 years practical technical support experience. Broader knowledge across platforms. A good understanding of any of (proof of experience) IT Maintenance and Support functions Standby availability (after hours) DR facilitation and roll-out management Expedition of infrastructure upgrades Monitoring enablement implementation and supervisionÂ ANDÂ Must have IT Demand Management and IT Delivery Management experience.Â Â Experience as an agile practitioner and knowledge or experience of other delivery methodologies e.g. Kanban etc.Â Knowledge and deep understanding of ITSM â Information Technology Service ManagementÂ
CompetenciesStrong relationship management and interpersonal skillsÂ Adequate stakeholder managementÂ Collaboration (Relating)Â Customer FirstÂ ExecutionÂ Innovation (Perspective)Â Â Personal Mastery (Learning)Â Â Strategic Work well under pressure
02 November 2023
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