Overall Role Purpose
Implement in ZA the Global and Regional IT Services as per the Regional and Area initiatives to sustain a profitable business, including:
- 0 Effective deployments of DPDHL compliant infrastructure,
- 2 Maintaining Service Quality and availability; Applications, office automation and communications infrastructure uptime is monitored in line with established SLAs and OLAs
- 4 Ensuring Business Continuity via appropriate topologies, archive and recovery strategies.
- 5 Institutionalize continuous quality improvement via ongoing Root Cause Analysis and Eradication.
Have full awareness and be Point of escalation in service failure situations.
Proactive management and stakeholder communication of incidents.
- 6 Monitor and scale capacity up and down, ahead of demand (Hardware and Communications infrastructure).
Ensure hardware refresh policy is optimized for maximum cost effectiveness.
- 7 Cost Reduction; Implement Costs Effectiveness Programmes.
Generate cost reduction initiatives.
- 8 Management via globally agreed KPIs; report in line with standard reporting requirements
- 9 Internal and external vendor and customer relationship management, including local government, industry, trade and standards bodies.
IT Management & Service Delivery
Management, Disaster Recovery and Business Continuity programs
Implementing infrastructure standard projects on time and within budget.
Periodic updates to Regional, Area, Country SMT on IS function / progress against plans / issues
Provision of IS Consultancy on area-specific business initiatives
IS Support
Provision of IS consultancy to business functions as and when needed
Management of providers of production services in line with SLAs
Proactive Management of incidents and escalations, including stakeholder communications
Business Services planning including capacity management
Deployment planning in line with maximum return on investment
Contributor to regional IS strategy
Lead or participate in global/regional initiatives as part of a virtual IT function
User training and on-going user support
Compliance to regional standards including First Choice,
Future network planning and capacity planning (staff, hardware and software)
Ensuring License compliance
IS Asset management
In association with regional BIT Reduce the activities in the area of Network administration, performance monitoring and tuning.
Desktop services
Help Desk and Service Tickets management, including ticket reduction via root cause analysis and eradication
Enforce IT Security Policies through training, management communications user and country IT audits
Cross BU Collaboration
Identify synergies / leverage opportunities presented by working with other Business Units (e.g.
sharing infrastructure)
Ensure cross Business Unit revenue generating opportunities in the area of CIS are fully supported
Educational Qualifications:
MS Qualification or equivalent
Expected (Years of) Experience:
3-5 years IS experience, with at least 2 years in the Technical Service Delivery function in desktop support services.
Proven experience in ITIL and/or COBIT disciplines
Excellent oral and written communication skills (English)
3+ years Experience in IS requirement, development, testing, deployment and support cycles with a recognized methodology
3+ Experience in managing an internal or externally operated production systems environment
5+ years experience in Programmes and Project management