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Service Delivery Lead

Company WSP Africa
Reference # WSP/SUP/BRY/25/2021
Published 11/10/2021
Contract Type Permanent
Salary Market Related
Location Bryanston, Gauteng, South Africa
Introduction
THE COMPANY:

WSP is one of the most diverse consulting firms in Africa. To further our strategic business expansion plan, we are seeking new employees who are loyal, committed, competent and proud to work for us. We are committed to the achievement and maintenance of diversity and equity in employment.
Job Functions Information Technology
Industries Consulting Services,Engineering
Specification
KEY ROLE:

This role reports to the Regional Head of Service Delivery.

The Service Delivery Lead is responsible for the day to day provision of IT services and engagement with the business and other stakeholders/partners in the countries under the remit of this role. Responsibilities include (but are not limited to):
•Responsible for in country service ownership
•Develop and manage key stakeholder relationships
•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
•Act as an advocate for the IT operating model, ensure the business receive clarity on the levels of service they should expect
•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.
•Ensure application of standards and governance of ITIL processes
•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
•Minimise the impact of significant, business affecting issues (P1) through engagement in the MIM process
•Ensure controls are in place to provide a timely response to WSP owned queues in ServiceNow
•Act as an escalation point for business affecting issues with focus on resolution
•Identify barriers to effective service performance and drive improvement in these areas
•Assume in country responsibility for the billing of services in contract. Validate as required and arrange payment
Requirements
KEY QUALIFICATIONS & EXPERIENCE:

•Experience of working within ITIL aligned Service Management organisation with ITIL v3 (or 4) Foundation as a minimum
•Previous experience of managing a service delivery function with subject matter expertise
•Solid supplier management experience
•Experience of implementing processes within a service management organisation and driving continual service improvement
•Ability to drive performance with focus on achieving results
•Excellent analytical and communication (both verbal and written) skills
•Ability to write and express ideas clearly in English
•Experience of working to (and exceeding) Service Level Agreements
•Ability to quickly gain the confidence of the business and colleagues through excellent communication and influencing skills
•Be comfortable with ambiguity and prepared to work in an agile, flexible method
•Thrive on change and engender a collaborative approach
•Act as an advocate for the IT Organisation both externally and internally
•Demonstrated experience in understanding, designing, delivering and demonstrating compliance with information security requirements
•Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations


Job Closing Date 18/10/2021
   
   
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Last Updated: 30-6-2021 [21.06.02.21]
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