Specialist: IT Service Delivery Global Grade 13

The Specialist: IT Service Delivery is responsible for driving strong, trust-based relationships between business and the Digital and Technology team. The role acts as an escalation point for business stakeholders and directs concerns to the correct Digital and Technology function. It, furthermore, owns the IT change, release and configuration management processes, ensuring least impact and risk to the business when implementing Digital and Technology changes.

KEY ACCOUNTABILIES:

• Contribute directly to the strategy, development and quality of IT Service Management and the organisation’s IT service delivery capability.

• Own and lead the execution of the process development, improvement and alignment roadmap across IT change, release, and configuration management processes.

• Lead end-to-end management of IT change and IT configuration management processes.

• Ensure that the IT change, release, and configuration management processes are communicated as required and entrenched and enforced across the organisation.

• Ensure the appropriate tools and documents to maintain the configuration management database (CMDB) are in place.

• Conduct audits of the CMDB to ensure the validity of the CMDB items.

• Ensure coordination of IT changes to have least impact on business operations and alignment to internal and external SLAs.

• Drive and champion the change advisory board function to ensure alignment across the entire organisation.

• Evaluate change requests and ensure the risk, impact and business benefit analysis are well defined.

• Proactive communication on IT changes impacting the business community.

• Coordinate releases and interdependencies.

• Lead the assessment, analysis, planning and design of release packages, including assessment of risk.

• Liaise with business and Digital and Technology partners on release scheduling and communication of progress.

• Ensure that releases processes and procedures are applied and that releases can be rolled back as needed.

• Drive and coordinate all communication regarding Digital and Technology services.

• Facilitate clear communication, using the IT Service Delivery meetings as facilitation vehicle, between Digital and Technology and the business to ensure business needs are effectively communicated and that solutions are understood and accepted by the business.

• Establish and maintain strong, trust-based relationships with business through continuous engagement, understanding business perspectives and proactively directing concerns to the relevant Digital and Technology teams.

• Act as an escalation point for business stakeholders.

• Drive and coordinate Digital and Technology knowledge management practices and initiatives. Lead the development of the knowledge management governance practices.

• Perform other duties as required.

PRIMARY OUTPUTS
• Contribute directly to the strategy, development and quality of IT Service Management and the organisation’s IT service delivery capability.
• Own and lead the execution of the process development, improvement and alignment roadmap across IT change and IT configuration management processes.
• Lead end-to-end management of IT change and IT configuration management processes.
• Ensure that the IT change and configuration management processes are communicated as required and entrenched and enforced across the organisation.
• Ensure the appropriate tools and documents to maintain the configuration management database (CMDB) are in place.
• Conduct audits of the CMDB to ensure the validity of the CMDB items.
• Ensure coordination of IT changes to have least impact on business operations and alignment to internal and external SLAs.
• Drive and champion the change advisory board function to ensure alignment across the entire organisation.
• Evaluate change requests and ensure the risk, impact and business benefit analysis are well defined.
• Proactive communication on IT changes impacting the business community.
• Coordinate releases and interdependencies.
• Lead the assessment, analysis, planning and design of release packages, including assessment of risk.
• Liaise with business and Digital and Technology partners on release scheduling and communication of progress.
• Ensure that releases processes and procedures are applied and that releases can be rolled back as needed.
• Drive and coordinate all communication regarding Digital and Technology services.
• Facilitate clear communication, using the IT Service Delivery meetings as facilitation vehicle, between Digital and Technology and the business to ensure business needs are effectively communicated and that solutions are understood and accepted by the business.
• Establish and maintain strong, trust-based relationships with business through continuous engagement, understanding business perspectives and proactively directing concerns to the relevant Digital and Technology teams.
• Act as an escalation point for business stakeholders.
• Drive and coordinate Digital and Technology knowledge management practices and initiatives. Lead the development of the knowledge management governance practices.
• Perform other duties as required.

Qualification, Experience and Competencies

Minimum Required Qualification
Essential:
• Bachelor’s degree in IT or related field
• ITIL certification with specialisation in Service Management
Advantageous:
• Postgraduate degree in IT or related field

Minimum Required Experience
Essential:
• Seven to Ten years’ practical experience in the field of IT service delivery and/or operations
• Demonstrable experience in IT change and release management
• Demonstrable experience in IT configuration management


Minimum Required Competencies
Knowledge

Essential:
• In-depth knowledge of IT change, release and configuration management
• Broad understanding of all disciplines of Digital and Technology and how they interact with one another
• Sound understanding of the entire Digital and Technology ecosystem, including platforms, service providers, partners and customers
• Good understanding of all business areas of the division

Skills
Essential:
• Strong communication skills with an ability to understand key concepts and communicate effectively with technical staff, business stakeholders and senior management.
• Ability to communicate technical concepts to nontechnical people to enhance understanding and drive decisions that lead to positive outcomes.
• Ability to collaborate, build relationships and influence individuals at all levels.
• Ability to understand the needs of the internal and external customer and keeping these in mind when taking action or making decisions.
• Understanding the need, objectives and constraints of all business functions in relation to IT service delivery.
• Strong organisational skills, the ability to perform under pressure and management of multiple priorities with competing demands for resources.
• Proficiency in process formulation and improvement.
• Proficiency in working in a fast-paced, complex and dynamic environment

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Last updated on Oct 15, 2024