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Position Title:
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Service Delivery Manager - East Africa Region
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Application Deadline Date:
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01 Nov 2013
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Position Location:
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To be based in home country of successful candidate within
the East Africa Region
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Position Start Date
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01 Dec 2013
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Region:
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Africa\East Africa
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Position End Date:
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Requisition Category:
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International
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Recruitment Priority:
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Need Immediately
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Country Name:
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Kenya
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Program/Office Name:
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East Africa
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City/Province:
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To be based in home country of successful candidate within
the East Africa Region
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Employee Type:
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Regular Full-time
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Job Grade Level:
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16/164
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Recruitment Status:
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Advertising in Progress
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Is this a family post?
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Family - Spouse with Children
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Requisition Num:
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2013AFELODL-9CC6LM
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*LOCATION TO BE BASED ON THE COUNTRY OF THE SUCCESSFUL
CANDIDATE WITHIN THE EAST AFRICA REGION*
PURPOSE OF POSITION:
The Service Delivery Manager (SDM) is responsible for managing the implementation, support and maintenance of Information & Communications Technology (ICT) services in one or more WVI field office locations (may include National Offices (NOs), Micro Finance Institutions (MFIs), Program/Relief Offices, Regional Offices (ROs), Support Offices (SOs), etc). The SDM is also responsible for supporting the implementation of global ICT processes, standards and initiatives and ensuring the achievement of committed service levels. Is responsible for delivery of the Service Level Agreement (SLA) to the customers.
KEY RESPONSIBILITIES:
PURPOSE OF POSITION:
The Service Delivery Manager (SDM) is responsible for managing the implementation, support and maintenance of Information & Communications Technology (ICT) services in one or more WVI field office locations (may include National Offices (NOs), Micro Finance Institutions (MFIs), Program/Relief Offices, Regional Offices (ROs), Support Offices (SOs), etc). The SDM is also responsible for supporting the implementation of global ICT processes, standards and initiatives and ensuring the achievement of committed service levels. Is responsible for delivery of the Service Level Agreement (SLA) to the customers.
KEY RESPONSIBILITIES:
Leadership.
- Maintains
a strategic relationship with key business stakeholders, and the IT
organization.
- Supports
the formulation of Regional and NO ICT Strategies that are aligned to
Global ICT strategy.
- Promote
adoption and implementation of Global ICT initiatives, policies and
processes in the WVI entities.
- Supports
the development and implementation of ICT initiatives and solutions that
meet business needs.
- Implements
defined processes and informs process improvements initiatives.
- Continual
understanding and support of business strategy, goals and direction.
Aligned ICT strategies from global, to regional and national
level.
Harmonized and successful implementation of GICT initiatives, policies, standards and process across the organization.
ICT initiatives are aligned and meet identified business needs.
Harmonized and successful implementation of GICT initiatives, policies, standards and process across the organization.
ICT initiatives are aligned and meet identified business needs.
Management.
- Provide
input to the Demand Management process to inform prioritisation and
sequencing of ICT initiatives.
- Provide
input into the technology planning within the customer’s context.
- Ensures
the successful implementation of Partnership solutions by understanding
customer’s landscape and ICT readiness.
- Works
with organization stakeholders and technical resources to create and
implement an appropriate solution required to meet organization(s)
business goals.
- Informs
the identification and selection of ICT solutions vendors.
- Identifies
metrics and confirms performance of vendors and notifies contract managers
of any problems.
- Provide
field facing technical expertise and perspective in one or more domains
(e.g. Infrastructure, Applications, InfoSec, Enterprise Architecture) and
participate in relevant Centers of Competency (CoCs) and special project
teams.
- The
implementation and support of technology solutions that meet customer
needs and support the achievement of business strategy and goals.
Resource Management. - Identifies
the roles, skills and knowledge required to achieve the service delivery
goals.
- Participates
in the recruitment of the ICT workforce.
- Implements
the organizational practices of staffing, performance management,
development, reward and recognition, and retention.
- Establishes
measurable individual and team objectives that are aligned with business
and organizational goals.
- Documents
and presents performance assessments.
- Provides
advice, guidance, encouragement and constructive feedback to team members.
- Develops,
motivates, and directs IT team members and fosters a team environment.
- Recommends
training programs targeting specific areas of improvement.
- Identifies
and understands ICT capacity and capability within the designated region
and/or WVI entities.
ICT function resourced appropriately with requisite skills
and the resources managed to achieve the best possible output from each staff
member.
An efficient, productive and empowered team/staff with the skills and abilities to achieve desired results.
An efficient, productive and empowered team/staff with the skills and abilities to achieve desired results.
Service Management.
- Participates
and provides input to the SLA development process.
- Ensures
SLA metrics are met and takes corrective actions when SLA performance is
below agreed levels.
- Reports
on SLA performance to the relevant stakeholders.
- Responsible
for ensuring, measuring and reporting on customer satisfaction with ICT
services.
- Participates
and provides input into the development and review of the Service
Catalogue.
- Ensure
resolution of all reported ICT issues and manages any incident
escalations.
ICT services are provided to meet agreed Service Levels and
this performance is measured, tracked and reported against. End goal is
verifiable customer satisfaction with services provided.
Project Management:
- Support
the ePMO process = in the planning and implementation of short and long
term ICT projects.
- Maintains
an aggregated view of ongoing ICT projects across the region.
- Identifies
and communicates potential risks in delivery of projects.
- Communicates
with organization’s stakeholders, project managers, and other stakeholders
to ensure awareness of progress, risks, and results.
- Monitor,
track and report on all planned projects across the region.
Projects implemented within time and budget.
Key stakeholders are kept up-to-date regarding project progress, risks and results.
KNOWLEDGE, SKILLS & ABILITIES:
Key stakeholders are kept up-to-date regarding project progress, risks and results.
KNOWLEDGE, SKILLS & ABILITIES:
Required:
- Bachelor’s
degree in Computer Science, Information Systems, or other related
specialised training, or equivalent work experience.
- Technical
certification in one or more IT disciplines or technology.
- Certification
in Service Management framework, preferably ITIL
- Typically
requires 7–10 years of IT experience, at least 4 years of experience in
the areas of IT management.
- Requires
experience in successfully implementing medium sized projects.
- Experience
in leading a team of Technical staff, preferably a virtual team.
- Willingness
and ability to travel domestically and internationally, as necessary.
