Service Delivery Manager

The opportunity:
We're looking for a Service Delivery Manager to be part of our Analytics team. If you are an assertive, driven and independent IT SDM, then join our drive to develop world-class IT Solutions.

With a robust strategy focusing on People, Process and Technology, we believe that our culture and the quality of our people are our greatest strengths. As such, we need to employ top talent to support our key business functions.

TFG’s IT division provides innovative, strategic and cost-effective ICT solutions and professional services to TFG and its subsidiaries. Working for TFG means working with highly talented professional individuals, who are passionate about collaboration, creativity and working towards successful customer service.

The Key Performance Areas of this role will be as follows:

• To manage the Infotec and Business Partners’ relationship,
• Serves as ‘Trusted Advisor’ between Infotec and Business Partners
• Attends management forums where appropriate
• Serves as escalation point between Business Partners and Infotec
• Represents the needs and interests of business to Infotec contributing to relevant solution discovery discussions with Infotec development and operational teams
• Maintains detailed knowledge of the Division’s business processes
• Able to articulate the value delivered by IT to the business
• Generate monthly management packs detailing the value creation and operational efficiencies
• To partner to identify and understand business strategy,
• Facilitate alignment across business and Infotec Strategy
• Provide Service Management support,
• Establishes and negotiates Service Level Agreements (SLA’s) with business partners on behalf of Infotec
• Has oversight for Infotec service levels and reports on performance monthly
• Ensures that Infotec can deliver to committed SLA’s
• Play an active role in problem resolution with relevant Infotec owners teams representing business interests
• Oversight of key project delivery to ensure Value Realization,
• Communicate portfolio health to business stakeholders
• Ensures value is monitored and tracked in partnership with Business Partners and Project Management Office (PMO)

Minimum requirements:

• A relevant tertiary degree
• Minimum of 8 – 10 years’ relevant IT SDM experience within a corporate environment
• Strong organisational and planning skills
• Financial Acumen
• Strong collaboration and team building skills
• Excellent communication and presentation skills, both written and verbal
• High level of influence and credibility
• Excellent problem-solving skills
• The ability to act independently when faced with complex situations, and identify improvement initiatives
• Experience within Service Management principles (familiarity with ITIL and IT Service Management), good knowledge of the SDLC, experience with ITIL processes (incident, change, problem, availability management etc.), and experience with a Service Management application tool (Remedy, Service Now, HEAT etc.)
• Ability to effectively communicate business needs to technology teams
• Demonstrated experience building and maintaining strong customer or client relationships
• Strong ability to interact efficiently with technical and non-technical teams
• Strong attention to detail and excellent analytical ability
• Excellent interpersonal skills and able to influence across different organisational levels and engender collaboration within team
• Portfolio Management and Demand Shaping,
• Supports business in shaping business demand and facilitates prioritisation through relevant processes
• Supports business to motivate for technology investments through development of business cases

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.