The IT Service Management Consultant will play an integral role in driving Incidents and Service requests to resolution. Reporting on Service Delivery Targets and Stakeholder management is key. Facilitation of meetings with internal teams and customers to drive actions to resolution and take ownership of delivery of tasks and actions. Hosts and manages Change planning and CAB meetings and sends Change communications. First point of contact for the business into the Service Delivery team. Process focused. Service Level Management

Must have’s:

• Matric & Diploma or University Degree, computer science and/or 2+ years equivalent work experience
• ITIL Certification

Experience:

• Min. 2 years IT Service Delivery Management experience preferably in the BPO Industry
• Excellent organizational abilities
• Outstanding communication and people skills
• Intermediate to Advanced Excel skills
• Presentation skills
• Must be willing to work after hours on weekends and be on standby when necessary.
• Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution.
• Relates well to people at all levels.
• Maintains service and quality levels according to Client’s business standards, processes. and procedures.
• Documents Standard Operating procedures and processes relating to client specific systems.
• Develops and maintains a professional working relationship with the client on behalf of Client. •
• Supports P1/Major Incidents
• Manages and drives P3/P4 Incidents
• Manages and drives Service requests.
• Supports Changes and Change communications
• Manages Change planning and CAB meetings.
• Root cause analysis drafting and reporting.
• Incident and Service request reporting
• Service level reporting
• Ensures all Service levels are adhered to, tracked, and reported on daily, weekly, monthly.
• Supports IT Projects where required.
• Attends Service delivery meetings.
• Ability to manage conflict calmly and support required actions for resolution.
• Time management
• Create and Deliver Presentation on performance
• Support Service Improvement plans
• Facilitate and support Escalations.
• Manage and report on system downtime and propose methods for improvements.
• Liaises with 3rd party vendors to resolve escalated and problems and queries.
• Provides monthly and quarterly reports.
• Documents continual service improvement studies within the environment
• Drives standards such as ITIL and ISO within the CSA business and ensures adherence to best practices.
• Understands the customer business and processes.
• Constantly reviews and owns existing processes and improves where necessary.
• Support implementation of policies, processes, procedures and work low instructions.
• Ensures the Operations are supported in a standardized and consistent manner.
• Implements, maintains, and manages the cascading of all relevant Client policies & procedures to team members.
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• Ensure safe working practices are adopted by themselves and other employees in their work areas to maintain a safe working environment for employees and clients. These are defined in the staff handbook.
• Work in compliance with the code of conduct of Client and its commitment to equal opportunities.

Knowledge:

• Experience working in a fast-paced and structured environment is an advantage.
• Knowledge of ITIL methodologies essential
• Quality Assurance principle

Skills and Abilities:

• Working with people
• Persuading and influencing
• Coping with pressures and setbacks
• Reporting – Excel and Powerpoint
• Relating and networking
• Methodical approach
• Commitment to Customer Excellence
• Business acumen
• Ability to conform to policy and Procedure.
• Decision making and prioritization.
• Excellent communication skills 

Work Environment:

• This role operates in a call centre office setting. 
• The physical demands described here are representative of those that must be met by an employee to 
• Successfully perform the essential functions of this role.
• While performing the duties of this role, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This is a full-time position. Days and hours of work 40 hours per week. Occasional evening and weekend work may be required as job duties demand.
• There may occasionally be travel expectations between Client sites and to attend relevant meetings. There may be expectations for overseas travel occasionally.