Job Description
The Service Delivery support specialist is
responsible for effective execution of ITIL disciplines within the OMAR Central
Technology – Service Engineering business . The successful candidate is
responsible for proactively managing the delivery of IT services to enable
business and strategic outcomes of a specific business segment or client area.
Experience with IT projects, vendor management, ITIL processes, software
deployment technologies and customer relationships is an advantageous
prerequisite.
Key Result Areas
The primary purpose of the Service Delivery support
specialist is to support the smooth running of the OMAR Business applications
and its infrastructure services. The role oversees a number of key IT Support
functions within the OMAR Business. The IT operations processes will be
followed namely; Incident, Problem, Service Request and IT Change Management.
The second purpose is to assist in the maturing of all the ITIL disciplines.
The individual will be responsible for achieving results through own efforts.
Key responsibilities:
Incident Management
Facilitate the recovery of all incidents with
appropriate reporting and notifications to key Stakeholders.
Manage persistent incidents from Trend analysis and
or Management Escalations
Proactively and effectively manage incidents to
satisfactory resolution in a timely manner, ensuring minimal business impact,
and initiate escalation procedure as appropriate
Provide input for Monthly MIS Reporting
Drive incident resolution to ensure they are resolved
within SLA
Ensure incidents that require change are resolved as
per requirement (before business impact
Change Management
Ensure changes meet requirements
Assist team with changes if required to ensure they
meet SCMG/ QAG management, etc. requirements
Review changes to confirm
Weekly and Monthly Reporting
Attend CAB
Problem Management
Ensure resolution of problems within timelines
Attend Problem management forum
Weekly and Monthly Reporting
Drive RCA
Drive solution delivery of RCA outcomes
Capacity and Availability Management (where
applicable)
Responsible for capacity planning with
Technology owners
Pro-actively monitors all environments.
Complete daily system health checks
Ensure application monitoring – enablement and
implementation
Service Request Management (where applicable)
Effectively manages BSR’s logged and drives
completion .
Reporting and Documentation
Weekly and Monthly reports support BP reporting
Weekly stakeholder reporting (Incident/BSR)
Ensures Service Descriptions are updated
Ensure IT Recovery Plans are updated
Technical Consultation
Acquires and applies knowledge of business processes,
procedures, policies and practices.
Provides technical advice and consultation to the
business.
Leads others in technical initiatives across
platforms/environments e.g. cost saving, timing
IT Service Delivery Management
Manage the multiple suppliers to give the optimal mix
of flexibility, innovation, standard and consistent service.
Act as the custodian of IT service management
processes and procedures to be deployed across the enterprise and ensure they
are followed.
Play a pivotal coordinating role in all service
management processes.
Stay ahead of the Curve on advanced global service
management.
improvements, tools, processes, and practices.
Drive a culture of continuous improvement across the
service delivery and
supporting technology teams
Act as the point of contact for all service delivery
escalations e.g. Major Incidents and work across the value chain to ensure
successful resolution.
Monitoring customer satisfaction ratings to identify
emerging issues and to
implement remedial action.
Work within a DevOps environment, collaborate with
development teams and ensure smooth transition of products into
operations.
Ensure optimal use of Service Engineering
technologies by technology teams e.g., Service Now & Dynatrace (where
applicable)
CMDB ensuring clean & flawless datasets across
the estate.
Role requirements:
Matric qualification
Appropriate IT qualification, ITIL V3
Foundation Certification would be hugely beneficial
5-6 years practical technical support
experience. Broader knowledge across platforms.
A good understanding of any of (proof of experience)
IT Maintenance and Support functions
Standby availability (after hours)
DR facilitation and roll-out management
Expedition of infrastructure upgrades
Monitoring enablement implementation and
supervision
Must have IT Demand Management and IT Delivery
Management experience.
Experience as an agile practitioner and knowledge or
experience of other delivery methodologies e.g. Kanban etc.
Knowledge and deep understanding of ITSM –
Information Technology Service Management
Strong relationship management and interpersonal
skills
Adequate stakeholder management
How To Apply
