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Specialist: IT Frameworks Management

Job Ref
Job Type
Employer Type
Recruitment Agency
Date Added 29 Aug 2019
Expiry Date 26 Sep 2019
* There have been 16 applications to this job.
* This job has been viewed 3804 times.


Market related


Role details:
To develop, establish, implement and maintain the Continual Service Improvement process according to the ITIL Framework, ensuring adherence to standardised methods and procedures for prompt handling of all Service Improvement Programmes (SIP).
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Key Deliverables / Primary Functions
• Contribute towards the development of the Service Management strategy - build and implement the ITSM roadmap and processes for service delivery improvement across the business, based on client requirements.
• Manage the Continual Service Improvement process inclusive of: maintaining the maturity level of the defined Continual Service Improvement in accordance with contractual requirements.
• Development of process documentation, other system requirements in consultation with the various departments,
• Promote awareness to all individuals of the organization on the ITIL Framework and other existing policies and procedures of the company through training and presentations.
• Collaborate between and within BCX Divisions to create an awareness of the Continual Service Improvement process and to communicate details of Continual Service Improvement activities taking place.
• Identify and propose opportunities for Continual Service Improvement in all areas of the ITSM processes.
o Create reports and analyse performance trends to identify potential improvement areas and/or performance deficiencies;
o Recommend actions to improve existing artefacts, templates, management plans, and business processes.
o Communicate recommended approach/design SIP initiatives through the delivery of functional requirements, process and workflow design, and communications.
o Ensure achievement of all process execution related SLAs and KPIs.
• Facilitate the identification and effective mitigation of operational risk within the environment, in accordance with the defined risk management processes.

Core Functional Knowledge/ Skills
ITIL Framework; Relationship Management; Analytical; Presentation; Time & Priority Management.

Competencies (Behaviour)
Adopting Practical Approaches; Articulating Information; Developing Expertise; Examining Information; Following Procedures; Interacting with People; Interpreting Data; Making Decisions, Managing Tasks; Meeting Time Scales; Producing Output; Resolving Conflict; Taking Action; Team Working; Upholding Standards.

Relevant Diploma (NQF 6) or Degree (NQF 7) in Information Technology or Computer Science or similar
Alternatively, Grade 12 (NQF 4) with IT certification

Certification/ Professional Registration
ITIL Foundation Certification
ITIL Practitioner Certification
COBIT Foundation (Advantageous)

5 years’ experience in ITIL.