WSP is one of the most diverse consulting firms in Africa. To further our strategic business execution plan, we are seeking leaders that share our guiding principles \u2013 we value our people and our reputation; we are locally dedicated with international scale; we are future-focused and challenge the status quo; we foster collaboration in everything we do and we have an empowering culture and hold ourselves accountable. We are committed to the achievement and maintenance of diversity and equity in employment.<\/p>\n
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Job Title: Service Delivery Lead (Africa & Israel)<\/strong> KEY RESPONSIBILITIES:<\/strong><\/p>\n \u2022 Responsible for in-country service ownership HEALTH AND SAFETY:<\/strong><\/p>\n \u2022 Role model standards for SHEQ performance and behaviour consistent with the company\u2019s health, safety, environmental and quality vision and policies by influencing those around you QUALIFICATIONS AND EXPERIENCE REQUIRED:<\/strong><\/p>\n \u2022 Experience of working within ITIL aligned Service Management organisation with ITIL v3 (or 4) Foundation as a minimum <\/p>\n
\nLocation:<\/strong> Bryanston, Gauteng, South Africa
\nReference:<\/strong> # WSP\/SUP\/BRY\/02\/2020
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\n\u2022 Develop and manage key stakeholder relationships
\n\u2022 Work closely with the business to ensure IT services and technology are meeting the needs of the regional business. Communicate business requirements and priorities to the wider IT organisation
\n\u2022 Act as an advocate for the IT operating model, ensure the business receive clarity on the levels of service they should expect
\n\u2022 Manage the service delivery relationship with our IT partners and embed governance to ensure a coordinated, user-oriented service. Review, significant service issues, metrics (SLAs and C-SAT), RCA actions etc.
\n\u2022 Ensure the application of standards and governance of ITIL processes
\n\u2022 Put steps in place to ensure business risk is minimised through effective change management governance and participation in the process. Make sure the business is aware and prepared for any upcoming changes
\n\u2022 Minimise the impact of significant, business affecting issues (P1) through engagement in the MIM process
\n\u2022 Ensure controls are in place to provide a timely response to WSP owned queues in ServiceNow
\n\u2022 Act as an escalation point for business affecting issues with a focus on resolution
\n\u2022 Identify barriers to effective service performance and drive improvement in these areas
\n\u2022 Assume in-country responsibility for the billing of services in the contract. Validate as required and arrange payment<\/p>\n
\n\u2022 Contributing to the identification of SHEQ risks and driving processes to achieve Zero Harm
\n\u2022 Embracing, displaying and promoting the company values and ensuring a safe working environment is maintained at all times<\/p>\n
\n\u2022 Previous experience of managing a service delivery function with subject matter expertise
\n\u2022 Solid supplier management experience
\n\u2022 Experience of implementing processes within a service management organisation and driving continual service improvement
\n\u2022 Ability to drive performance with a focus on achieving results
\n\u2022 Excellent analytical and communication (both verbal and written) skills
\n\u2022 Ability to write and express ideas clearly in English
\n\u2022 Experience of working to (and exceeding) Service Level Agreements
\n\u2022 Ability to quickly gain the confidence of the business and colleagues through excellent communication and influencing skills
\n\u2022 Be comfortable with ambiguity and prepared to work in an agile, flexible method
\n\u2022 Thrive on change and engender a collaborative approach
\n\u2022 Act as an advocate for the IT Organisation both externally and internally
\n\u2022 Demonstrated experience in understanding, designing, delivering and demonstrating compliance with information security requirements
\n\u2022 Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations<\/p>\n