Services Level Manager X1

Services Level Manager X1

  • Reference Number : refs/012271
  • Directorate : ICT Operations
  • Number of Posts : 1
  • Package : R376 596.00 Per annum
  • Enquiries : Ms. Miyelani Tshabalala 0636914046

Requirements :

  • Matric plus National Diploma/Degree in Computing or ICT related field, coupled with a minimum of 4 years’ extensive experience in Service Level Management function. Minimum ITIL Version 3 Intermediate level certification or higher, OR an ITIL Service Delivery qualification or higher is compulsory. Other ICT Industry specific qualifications will be an advantage. COMPETENCIES: Understanding of different project management principles. Knowledge of relevant legislation and Public Service Regulations. Knowledge of SLAs. Management information knowledge. ATTRIBUTES: Project management methodologies, Stakeholder relationship management, Customer management, Results/ quality management, Innovation/ continuous improvement, Problem solving skills, Analytical, Negotiation skills, Decision making, Communication skills and Initiative

Duties :

  • Negotiates, agrees and maintains SLA’s with internal and external stakeholders and 3rd parties. Negotiates and agrees with both the internal customer and ICT on any Service Level Requirements (SLR’s) for any proposed new/developing services. Analyses and reviews service performance against SLAs and OLAs. Produces regular reports on service performance and achievement to the internal customer and the Director: ICT. Organises and maintains the regular Service Level review process. Initiates any actions required to maintain or improve service levels. Conducts annual (as appropriate) reviews of the Service Level process and negotiates, agrees and controls any amendments necessary. Ensure that services are delivered in accordance with legislation, industry best practice, effective processes/mechanisms and organization policies. Provide and improve relationship and communication with the business and customers. Ensure that specific and measurable targets are developed for all ICT services. Monitor and improve customer satisfaction with the quality of service delivered. Ensure that the D: ICT and the customers have a clear and unambiguous expectation of the level of service to be delivered. Designing SLA frameworks. Conduct customer satisfaction surveys. Log calls with external service providers when service is unavailable. Training of personnel on relevant Departmental IT systems, applications and procedures. Manage service desk and produce incidents reports. Monitor the IT service delivery team, taking responsibility for service desk, desktops and desktop application support. Ensure SLA’s are achieved and client expectations are met. To provide reports to agreed schedule or on request, including management and account performance reports. Attend client service reviews meetings, areas covered will include performance reports, service improvements, quality and processes. Develop and facilitate workshops and training courses. Ensure that all co-workers in projects understand and follow all procedures they are involved with SLM practices. Re-engineer the service desk according to industry best practices utilizing the ITIL framework. Provide monthly reporting on key critical areas of the service desk in terms of performance, workload, resource workload distribution and SLA achievement. Tracking and documentation of jobs using the Service Desk tool.

Notes :

  • No late applications will be considered. No faxed or emailed applications will be accepted. People with disabilities are encouraged to apply. It is our intention to promote representivity (race, gender and disability) in the Public Service through the filling of these posts. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA). Applications should be submitted strictly online at http://professionaljobcentre.gpg.gov.za and it should be accompanied by a Z83, comprehensive Curriculum Vitae (CV) as well as copies of qualifications, Identity and valid driver’s license (where driving/travelling is an inherent requirement of the job). Such copies need not to be certified upon application. Certified documents will be limited to shortlisted candidates only. Correspondence will only be limited to shortlisted candidates. If you have not been contacted within 3 months of the closing date of this advertisement, please accept that your application was unsuccessful. Following the interview and exercise, the selection panel will recommend candidates to attend a generic management competency assessment (in compliance with the DPSA Directive on the implementation of competency based assessments). The competency assessment will be testing generic management and development for SMS posts. The Department reserves the right not to make appointment(s) to the advertised post(s).

Employer : Department of Human Settlements

Location : Johannesburg

Closing Date : 26-11-2021

 

Criteria Questions
Do you have Matric plus National Diploma/Degree in Computing or ICT related field?
Do you have a minimum of 4 years’ extensive experience in Service Level Management functions?
Do you have a minimum ITIL Version 3 Intermediate level certification or higher, OR an ITIL Service Delivery qualification or higher?
Do you have an understanding of different project management principles? Knowledge of relevant legislation and Public Service Regulations. Knowledge of SLAs. Management information knowledge?

 

Please Notes :

  • Due to the large number of applications we envisage receiving, applications will not be acknowledged. If you do not receive any response within 3 months, please accept that your application was not successful.

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