Head of IT Service Delivery Operations

Job Description

Service Delivery Management

• Champion IT service culture within the organization.
• Understand, champion, and implement best practices for Service Desk operations.
• Development of a communication plan, to create a single point of information flow to end users or to suppliers, and keeping users informed of what is happening in IT department.
• Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets
• Ensures that there is a single, comprehensive source for all services that are transitioning to, or currently in the production environment by developing a service catalog that describes the services that are currently in use, the business processes that are enabled, and the customer’s service quality expectations.
• development/review of division security processes/procedures under supervision of Service Desk Management
• focuses on business strategy i.e. evaluate and ensure the service desk will meet current and future business needs
• Create and maintain the service catalog
• Analyze and review actual service performance against SLAs and OLAs with the vendor manager
• Responsible for maintaining the IT Asset Database
• Agree appropriate actions to maintain or improve service levels
• Head Change Advisory Board meetings
• Provide regular reports on service performance and achievement to Business and IT management
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
• Provide Service Desk performance reports to IT management on a weekly/monthly basis
• Ensure service related documentation is accurate and kept up-to-date at all times
• Responsible for defining, analyzing, planning, measuring and improving the availability of IT services, to ensures that all designed services are available in order to meet the business requirements.

Service Desk

• Maintain day to day responsibility for the ownership and resolution of issues, incidences and changes.
• Take overall responsibility for incident, change and issue management and request fulfillment on the Service Desk.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Work with management to evolve Service Desk operations and services to address the needs of the department.
• focused about end user functionality that may include
• Computer or Software consultations
• Change and Configuration Management
• Problem escalation procedures
• Problem resolution
• Single point of contact (SPOC) for IT interruptions
• Tracking capabilities of all incoming problems
• Ensures are satisfied with the services offer by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay and communicating with the end user in case of service outage

Service cost management

• Responsible for the all ICT Cost and expenditures i.e. Service Desk and Incident Management implementation, Staff training (IT, Customer and user), Support tools , associated hardware for example an integrated Service Management Tool, departments expenditures e.t.c
• quantifies the value of services and underlying assets and establishes the operational financial forecasts (budget) for the services and seeks to ensure that the business understands the costs of providing a service and knows how to manage these costs by implements IT accounting, budgeting, and charging processes for services, by allocating IT expenditures to services and by recovering the costs from customers to whom the services are provided.

Risk Management

• Identifying, assessing and controlling risks through analyzing incidences and problem raised through the service desk and evaluate the impact of the business and coming up with mitigation procedures
• Help reduce potential negative impact of changes and mitigate service outage
• Management of IT Services for recovery and continuation in the case of a serious incident, proactive measures, rather than just reactive measures, so that the risk of disaster is minimized in order to ensure continuance of service and that the service provider is able to meet minimum service levels

Responsibilities – Head of IT Service Delivery Operations

• Service Delivery Management
• Champion IT service culture within the organization.
• Understand, champion, and implement best practices for Service Desk operations.
• Development of a communication plan, to create a single point of information flow to end users or to suppliers, and keeping users informed of what is happening in IT department.
• Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets
• Ensures that there is a single, comprehensive source for all services that are transitioning to, or currently in the production environment by developing a service catalog that describes the services that are currently in use, the business processes that are enabled, and the customer’s service quality expectations.
• development/review of division security processes/procedures under supervision of Service Desk Management
• focuses on business strategy i.e. evaluate and ensure the service desk will meet current and future business needs
• Create and maintain the service catalog
  Analyze and review actual service performance against SLAs and OLAs with the vendor manager
• Responsible for maintaining the IT Asset Database
• Agree appropriate actions to maintain or improve service levels
• Head Change Advisory Board meetings
• Provide regular reports on service performance and achievement to
• Business and IT management
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
  Provide Service Desk performance reports to IT management on a weekly/monthly basis
• Ensure service related documentation is accurate and kept up-to-date at all times
• Responsible for defining, analyzing, planning, measuring and improving the availability of IT services, to ensures that all designed services are available in order to meet the business requirements.

Service Desk

• Maintain day to day responsibility for the ownership and resolution of issues, incidences and changes.
• Take overall responsibility for incident, change and issue management and request fulfillment on the Service Desk.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Work with management to evolve Service Desk operations and services to address the needs of the department.
• focused about end user functionality that may include
• Computer or Software consultations
• Change and Configuration Management
• Problem escalation procedures
• Problem resolution
• Single point of contact (SPOC) for IT interruptions
• Tracking capabilities of all incoming problems
• Ensures are satisfied with the services offer by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay and communicating with the end user in case of service outage

Service cost management

• Responsible for the all ICT Cost and expenditures i.e. Service Desk and Incident Management implementation, Staff training (IT, Customer and user), Support tools , associated hardware for example an integrated Service Management Tool, departments expenditures e.t.c
• quantifies the value of services and underlying assets and establishes the operational financial forecasts (budget) for the services and seeks to ensure that the business understands the costs of providing a service and knows how to manage these costs by implements IT accounting, budgeting, and charging processes for services, by allocating IT expenditures to services and by recovering the costs from customers to whom the services are provided.

Risk Management

• Identifying, assessing and controlling risks through analyzing incidences and problem raised through the service desk and evaluate the impact of the business and coming up with mitigation procedures
  Help reduce potential negative impact of changes and mitigate service outage
• Management of IT Services for recovery and continuation in the case of a serious incident, proactive measures, rather than just reactive measures, so that the risk of disaster is minimized in order to ensure continuance of service and that the service provider is able to meet minimum service levels

Skills and Experience

Over 5 years experience in a similar role

Education

Bachelor of Information Technology (BIT): Information Technology (Required)

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