IT Service Delivery Manager

IT Service Delivery Manager - JhbFull job descriptionAbout the Role:We are seeking a highly experienced and motivated IT Service Delivery Manager to lead our dedicated team in providing exceptional ICT support services to a leading South African tourism organization.In this role, you will play a pivotal role in ensuring the smooth operation and optimal performance of our client's IT infrastructure. You will be responsible for overseeing all aspects of service delivery, from managing the support team and maintaining SLAs to fostering strong relationships with vendors for externally hosted solutions.Responsibilities:Provide overall leadership and direction for the IT support team, ensuring efficient and effective service delivery.Develop, implement, and manage IT service delivery processes aligned with ITIL best practices.Establish and maintain strong working relationships with key stakeholders at SA Tourism.Monitor and report on key performance indicators (KPIs) such as service levels, incident resolution times, and user satisfaction.Manage vendor relationships for externally hosted solutions, ensuring they meet agreed-upon SLAs.Develop and maintain a comprehensive disaster recovery plan for IT infrastructure.Identify opportunities for continuous improvement in IT service delivery processes.Budget development and cost management for the IT support function.Qualifications:Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)10+ years of experience in IT service delivery or a related management roleProven track record of successfully leading and motivating IT support teamsIn-depth understanding of ITIL best practices (ITIL v4 certification a plus)Strong project management skillsExcellent communication, interpersonal, and negotiation skillsExperience managing vendor relationshipsTechnical Skills:Familiarity with network infrastructure, security principles, and desktop/application support conceptsWorking knowledge of IT service management tools (e.g., ticketing systems, monitoring tools)Job Type: Full-timePay: R20 000,00 - R40 000,00 per monthEducation:Bachelors (Required)Experience:IT Service Delivery: 10 years (Required)License/Certification:ITIL V4 (Required)Location:Johannesburg, Gauteng (Required)Application Deadline: 2024/06/03