Service Delivery Manager
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Job Location:
Centurion - South Africa
Monthly Salary:
Not Disclosed
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Join Exxaro Resources as a Service Delivery Manager based in Centurion Gauteng. This role is central to ensuring excellence in outsourced contract management and service level achievements across our IT operations. You will be pivotal in defining operational agreements and managing system performance to ensure reliability and compliance with regulatory standards. Your expertise in IT governance and your strong relationship-building skills with vendors and stakeholders will drive service quality and continuous improvements. We offer a dynamic work environment that fosters innovation continuous learning and career growth opportunities. You will lead and mentor teams oversee ICT Service Management based on ITIL principles and support financial management within the IT domain. Exxaro Resources is committed to safety excellence and sustainability making us an employer of choice. Your role will be instrumental in shaping our future by staying ahead of technology trends and implementing effective OT security best practices.
Duties & Responsibilities
- Define and maintain outsourced contracts and operational agreements to ensure service delivery across the organization.
- Manage and monitor Key Performance Indicators and metrics to ensure service level agreements are met and adhered to.
- Develop and implement comprehensive capacity and availability models ensuring effective asset life cycle management.
- Oversee incident problem and change management processes ensuring compliance with governance and cybersecurity standards.
- Facilitate Communication and Approval Board (CAB) meetings for risk mitigation during system changes and deployments.
- Develop and nurture positive relationships with vendors and stakeholders to improve service quality and performance optimisation.
- Lead and mentor internal teams to ensure optimal resource allocation and adherence to regulatory and safety standards.
- Develop and propose capital and operational expenditure budgets managing financial aspects and budget forecasts effectively.
- Implement Information Technology Infrastructure Library (ITIL) principles to mature ICT service management operations.
- Conduct external benchmarking and industry analysis to stay informed about emerging technology trends and best practices.
Minimum Requirements
- B Degree (Hons) in a relevant field (Essential/Minimum)
- Certificate ITIL Foundation (Essential/Minimum)
- 6-8 years of relevant experience in IT Governance Solution Architecture and ICT Service Management (Essential/Minimum)
- Proven track record in Service Level Agreement management
- Management Development Programme (Recommended/Desirable)
- Experience in managing vendor relationships and inter-dependencies across multiple vendors
- Strong skills in financial management including budget forecasting and Opex management
- Proficiency in risk management within accountable operational environments
- Commitment to compliance with regulatory safety and cybersecurity standards
- Excellent communication and relationship-building skills with vendors stakeholders and internal teams
- Psychometric Assessment (Essential/Minimum) (To be conducted by Exxaro)
- Certificate of Fitness (Essential/Minimum) (To be conducted by Exxaro)
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Exxaro is about more than mining. It is about powering better lives in Africa and beyond, through our sustainability strategy, ESD, community development & more.
