IT Service Delivery Lead

National Research Foundation
  • Post Date: Mar 2, 2022
  • Apply Before : Mar 7, 2022
  • View(s) 36

Job Details

  • Qualifications Bachelor Degree
  • Industry Research, science & technology
  • Centre Cape Town
  • Where to submit application
    Applicants should submit a comprehensive CV by logging to and apply online. Applications should be accompanied by a letter of motivation indicating the applicant·s suitability for the position. The names and contact details of at least three referees should be provided.

Job Description

Key Responsibilities: • Provide Customer Interface to the Computing Infrastructure Engineering and Operations Teams • Work with Team Leaders to determine the SARAO·s services, delivery criteria and solutions for issues that may arise • Own the ITSM and ITIL Framework. Includes Managing Service Catalogue, Incident, Request, Change and Escalation processes • Own incident, request, change and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required • Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review • Lead the Service Delivery team • Coordinate tasks with Project Management Office • Technical and performance management of a small team Key Requirements: Qualification: • Bachelor’s degree in Computer Science, Information Systems, Information Technology or Electrical Engineering OR • Equivalent professional qualifications and expertise in others including Master of Business Administration (MBA), ITIL Foundation/Specialist. Experience: • More than 7 years relevant experience and leadership experience, or substantial experience and proven success in the computing • infrastructure environment with a passion for service improvement. • Monitoring computing infrastructure and resolving system issues. • IT performance management, systems administration and system security. • Policy development • Compliance • Technical and performance management of a small team Knowledge: • Data protection operations and legislation (e.g POPIA and GDPR) • Supplier contract management and service level agreement • IT operations frameworks including ITIL 3/4, TOGAF and COBIT • Free and Opensource software Additional Notes: • Manage expectations of internal and external customers • Coordinate with teams of technicians, system engineers and other IT staff • Focus on service improvement

National Research Foundation
The Application deadline closed.

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