Pick N Pay Online Job Application – Problem Service Delivery Manager

Job Description:

This exciting opportunity exists in our Information & Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for an SDM I&T Incident & Problem Manager to manage and maintain I&T service levels. You will be accountable for managing the major incident process for urgent and high business impacting incidents, ensure that customer communications, triage, 3rd party escalations and service resolutions are all managed with urgency, care and professionalism. You will own incident and problem resolution, working collaboratively across multiple departments to identify root cause, identify, record and resolve problems and avoid incidents.

Job Responsibilities:

• Manage major incidents from identification to service restoration and closure
• Escalations Management – handling of issues and communicating to users
• Work with alerting & monitoring teams to pro-actively avoid high priority incidents
• Communication of incidents to customers in a clear and meaningful way
• Drive Root Cause analysis and produce the RCA documentation within SLA’s
• Identifying changes in the support processes and change the Incident Management process accordingly
• Own, manage and mature the ITIL Disciplines – Incident, Problem
• Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Infrastructure division
• Setting up and facilitating weekly/monthly operational and ad hoc meetings with Infrastructure 3rd party Vendors
  Regular, professional communication on major incidents to internal & external customers within contracted SLA’s

Job Requirements:

• Ability to present ideas in business-friendly and user-friendly language
• Business process analysis
• Understanding of ITIL and delivery in the framework
• Excellent written and oral communication skills
• General I&T industry knowledge / awareness
• Ability to work Remotely and on site with own transport and associated infrastructure
• Experienced in managing project handover and instituting supportable processes
• 7+ years’ relevant, demonstrable experience in service delivery role

Qualification & Experience:

• ITIL Foundation (ideally Intermediate level)
• Experienced in managing and delivery of the ITIL Disciplines
• Experienced in managing vendor support contracts (SLA’s and Commercial)
• Experienced in service desk technologies
• 5+ years’ relevant, demonstratable experience management experience
• Extensive experience in engaging at both technical and managerial layers
• Degree or Post Graduate Diploma in a related field

Job Details:

Company: Pick n Pay

Vacancy Type:  Full Time

Job Location: Kenilworth, Western Cape, SA

Application Deadline: N/A