Snr Specialist: Service Delivery Jobs

Position Purpose

To ensure that services listed in the IT Service Catalogue are delivered operationally to meet agreed Service Level Agreements (SLAs). This role takes an end-to-end view of IT services, focuses on proactive improvements, and manages incidents, service requests, application access, and facilities.

Position Outputs

• Understand the business outcomes needed from TRF IT services.
• Monitor and report on service performance.
• Help fix service failures and improve service delivery continuously.
• Act as the escalation point for process and service issues.
• Champion best practices from the ITIL Support processes and their implementation.
• Ensure customers receive information on overall service performance, planned outages, and service changes.
• Act as a trusted advisor by recommending improvements to operational activities for better service reliability.
• Manage the incident management process, including prioritizing and escalating incidents, coordinating response teams, implementing workarounds, and performing trend and root cause analyses where needed.
• Track incidents, analyze trends, conduct post-mortems after major incidents, and organize root cause analysis.
• Review incident trends and take proactive steps to identify and resolve problems for a department or business unit.
• Serve as the TFR IT Incident Manager.
• Strategy & Planning:
• Establish and enforce incident response SLAs with end users to set resolution expectations and timeframes.
• Analyze incident management performance, identify issues, and develop solutions to improve service quality and prevent future problems.
• Regularly update incident and process management using data on incident frequency and severity.
• Oversee and improve the problem management process by adopting best practices.
• Acquisition & Deployment:
• Research emerging products, services, protocols, and standards for help desk technology procurement and development.
• Prepare budget proposals and expense statements related to incident and problem management.
• Participate in selecting and implementing service management software.
• Stay updated on IT Service Management (ITSM) developments, especially new products, services, and standards for effective problem management.
• Operational Management:
• Lead incident response teams across the organization during escalated incidents.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate transfers to the problem management process when needed and lead related meetings.
• Maintain an inventory of problems under analysis, track progress, assign owners, and follow up.
• Monitor and test fixes to ensure problems are resolved.
• Use software updates, drivers, knowledge bases, and FAQs to resolve problems.
• Update the Known Error Database (KEDB).
• Track and analyze incident report trends and generate statistical reports.
• Assess needs for system reconfigurations based on trends and recommend actions for proactive problem management.
• Oversee the creation and distribution of help sheets, usage guides, and FAQs for end users.
• Attend training seminars, conferences, and trade shows to learn about current incident management technologies and processes.
• Oversee the development, implementation, and administration of incident management training procedures and policies.
• Train, coach, and mentor all support tiers.
• Lead problem management teams in determining root causes of IT incidents.
• Conduct root cause analysis meetings, including agendas and facilitation.
• Apply various root cause analysis techniques creatively.
• Review all outstanding TFR Requests for Service (RFS), take action, and close them as needed.
• Produce regular reports on incidents, problems, and RFS.

Qualifications and Experience

• B degree in Information Technology, Commerce, or a related field.
• Required Certifications: ITIL Foundation Certificate.
• Optional but beneficial: ITIL Service Management Certificate.
• Experience: 5-8 years in a service management environment, including service desk, incident, and problem management.
• Strong business relationship management skills.
• General: Valid Driver’s License; willing to work extended hours or after hours for production issues or deadlines; requirement of trust and honesty in handling finances as per the National Credit Act Amendment 19.
• Standard Job Requirements: Driver’s License code 08; travel as required and approved.