Posted on :
5 Jun, 2015
5 Jun, 2015
DEPUTY DIRECTOR: SERVICE LEVEL MANAGER 3 POSTS – REF NO: 06703
Directorate: IT Operations Support
SALARY : R532 278 per annum (all inclusive remuneration salary package)
CENTRE : Johannesburg
REQUIREMENTS : Matric plus Business or IT tertiary qualification. ITIL Foundation 2011
Certification and Operational Support Analysis ITIL Capability Certification or
Service Offerings and Agreements ITIL Capability Certification or Release
Control and Validation ITIL Capability Certification. Minimum of 5 years’
experience in a customer management working area. 3 years exposure to
ITIL Service Management processes. Experience in managing and
monitoring service performance.
DUTIES : Maintenance of the Service Level Management Framework – design and
maintain the underlying structure of the Customer Agreement Portfolio and
provide templates for the various Service Level Management documents.
Manage and execute the delivery processes to optimise IT service(s).
Manage and deliver the demand for service growth and expansions. Define,
document, agree, monitor, measure and review level of IT service provision
though the SLA process. Manage the entire and ongoing SLM process,
including measuring, reporting, reviewing and taking corrective action.
Manage Develop and maintain an operational service plan in line with the
business plans. Manage SLM process long after SLAs and OLAs are signed
as Continual process stake-holder engagement and management (i.e.
Incident Management, Problem Management, IT Vendor Management and
TSS Support groups. Effectively engage client and supplier stakeholders for
service delivery and day to day service performance. Facilitate delivery of
changes to service and SLAs. Collate and publicise management information
for the service(s) within and outside the service groupings. Manage optimal
aggregate use of shared services across the service groupings. Management
of regular service reviews that are undertaken with client stakeholders. Be the
escalation point for internal and external supplier performance. Manage and
own service performance issues and service improvement initiatives.
Understand the cost model for services in the service grouping. Define and
collate the management information need for the service in line with defined
standards. Ensure that dependencies and impacts on any other
services/functions are managed effectively. Produce documentation &
resentation material for stakeholder management purposes. Maintain a good
knowledge of current practice and awareness of current developments within
own area(s) of expertise. Develop new techniques/tools for use in support of
services. Promote services within the wider IT community. Take an active
role in the communication of global service ethos. Provide advice & guidance
to support and project areas to ensure that new services are deployed in a
manner that ensures adoption of relevant support tools and/or process
improvements. Initiate Continual Service Improvement programme where
there is evidence of SLA non-compliance. Manage Projects development and
implementation of Service Delivery Plans for all GDF services. Coordinate
Customer Perception/Relationship surveys. Manage, Organise and Chair
GPG IT Forum on a monthly basis and other Service Delivery related.
ENQUIRIES : Mr. Vincent Mngqibisi Tel: (011) 689 6979
HOW TO APPLY
It is the department’s intention to promote equity through filling of all numeric
targets as contain in Employment Equity Plan to facilitate this process
successfully, an indication of race, gender and disability status is required
Applications should be delivered to: Gauteng Department of Finance,
Imbumba House, 75 Fox Street, Marshalltown
CLOSING DATE : 12 June 2015