SERVICE DELIVERY SUPERVISOR – Mascom Wireless

JOB SUMMARY

The Service Delivery Supervisor will be responsible for overall coordination of service management processes across the IS and Digital departments to facilitate optimal service delivery, systems availability, performance and directly supervises all Service desk support technicians and functions.

KEY PERFORMANCE AREAS                                                            

1.     Incident, query and complaint management

2.     Collaboration and relationship management

3.     System performance and availability

4.     Demand and Release Management

5.     Governance

6.     Team management

7.     Inventory Management

8.     Documentation and Reporting

9.     Budgeting

10.  Safety, health & environment

11.  Quality management

KEY COMPETENCIES

Key behavioral competencies for the job include Problem Solving & Analytical Thinking, Customer Orientation & Stakeholder Management, Detail & Quality Orientation, Initiative & Drive, Results Orientation & Execution, Networking & Building Collaborative Relationships, Change Facilitation & Delivery, Supervision & Delegation.

The candidate should also demonstrate key technical competencies of Governance, ITIL Process, System Configuration, Incident Management, SLA Management, IT asset management, Complaint Management, Customer query & request fulfilment, User Support, Application Support & Maintenance, Performance management.

JOB REQUIREMENTS

·       Bachelor’s Degree or Equivalent in IT/Engineering or Related Field

·       ITIL V3/4 Practitioner Certification or foundation

·       Relevant Professional Certifications Would Be An Added Advantage

·       Minimum of 5-7 years practical work experience

·       Experience in Service delivery and managing help desk support for software and applications, infrastructure services etc.