IT Service Delivery – Infrastructure

In order to be considered the following is required:

• Matric (essential)
• Degree in Information Technology (advantageous)
• IT Security and Infrastructure experience
• Formal qualifications in ITIL or ITSM
• A+, N+, Security related certification
• Knowledge of ITIL frameworks, service management principles and industry best practices
• Proven experience as a Service Delivery Manager, preferably a minimum of 5 years, responsible for drafting. negotiating and agreeing SLAs/OLAs, ensure adherence of Infrastructure teams to SLAs / OLAs
• Proven experience of managing service delivery and SLAs for internal teams delivering to internal business units and managing vendors service delivery and SLAs in a complex and distributed environment
• Proven experience to foster strong relationships within the Groups IT, Shared Services, Business Clusters and vendor space to ensure proactive identification and remediation of any service issues
• Extensive experience in utilising ITSM tools and best practices to apply them for optimal service delivery
• Must be professional, well-spoken and professionally presented
• Strong negotiation skills

Responsibilities

• Ensures that all infrastructure-related services, including networks, servers, storage, cloud environments and enterprise systems, are reliable, secure, and aligned with business needs
• Involves vendor management, stakeholder engagement, service-level compliance, and strategic IT planning to drive operational excellence
• Oversee the day-to-day operations of IT infrastructure services, ensuring optimal performance and availability.
• Ensure adherence to Service Level Agreements (SLAs) and (OLAs) and industry best practices
• Update and implement SLAs and OLAs where they are insufficient or missing
• Lead incident, problem and change management related to infrastructure services when assigned
• Work with Head of Infrastructure and business stakeholders to ensure infrastructure services align with organizational goals
• Manage contracts and relationships with third-party service providers, ensuring quality service delivery
• Negotiate vendor agreements and ensure compliance with cost‑effective procurement strategies alongside Deputy CEO and Head of Infrastructure
• Ensure transparent communication of IT service‑related updates and improvements

Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.

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