Helpdesk/Service Delivery Managerwith 6 plus years experience required for a international retail solutions company based in North ofJohannesburgOverview ofthe role:
Manage and maintain the incident, problem and change management processes. Ensurequality end user support. Helpdesk SLA adherence. Reporting/escalation of problems/incidents andrelationship building with Service Delivery Team and stakeholders
Minimumrequirements criteria:

Incident and Change Management:

Design and implementation of incident and change management processes across all ITfunctions
Communicate processes associated with incident management

BusinessProcess:

Design of business processes for IT Support
Annual minimum revisionprocesses
External alignment of processes benchmarked against industry best practice
Remediation of audit findings
Standard Operating Procedures (SOP)
Managementof Incident, Problem & Change Processes

Financial Management:
 

Budget planning for new financial year
Management of budget
Forecasting

 
Project Management
 

Projectrequirements gathering
Execution of agreed timelines & deliverables
Projectclose outs

 
Risk Management & Business Continuity

Riskmanagement of end user services and assets
End-user education related to risk

Communication & Reporting

Regular interaction with business units and crossfunctions
Performance reporting on Service Level Adherence and Operational LevelAgreements
Statistics/usage reporting

Vendor Management:
 

Ensure Service Level Agreements are in place
Regular alignment meetings
Innovation identification

 
Technical Support

Helpdesktickets (incidents & change) attended to in SLA
Ticket resolution speed
Quality of service rendered

Systems Maintenance

Joiner, mover, leaveraccount and rights management
Server maintenance as handed over by server team
Network maintenance as handed over by Network team