http://careers.peopleclick.eu.com/caree ... Code=en-us Business Description
Santam is the market leader in the general insurance industry in Southern Africa. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. Are you keen to join Santam's team of high performers? View available vacancies and apply online.
Position Description
Santam - Information Technology - has a position available for Head: IT Service Management who will be based in Bellville.
Will be required to take overall accountability for the definition of IT services and management of service levels between business and IT and between IT and service providers. This role includes the monitoring and reporting of service levels against set targets as defined within service level agreements. Also act as the “Account Manager” for ITISS.
Key Responsibilities
IT Service Governance
• Development of service management frameworks, policies, procedures and standards
• Manage ITISS Master Services Agreement
• Chair the Santam ITISS Service Delivery Forum
• Define a standard for service level agreements
• Monitoring IT conformance to agreed service governance
IT Service Definition
• Definition of IT services
• Define and maintain service level requirements
• Maintain the IT service catalogue
Service Level Management (SLM) Implementation
• Draft and agree end-to-end service level agreements between business and IT (Product and Systems Owners)
• Draft and agree service level agreements between IT and service providers (including ITISS)
• Align service level agreements between business and IT and between IT and external service providers
• Develop and communicate service level reporting capabilities
• Identify and implement continuous service improvement processes
SLM Review and Reporting
• Contract service metrics and measurements with service delivery owners
• Review and report on IT performance against business service level targets
• Review and report on the performance of IT service providers (including ITISS) against service level targets
• Develop service improvement plans in conjunction with Product and Systems Owners and service providers
• Conduct regular IT Client Satisfaction Surveys
Relationship Management
• Maintain business relationships
• Manage business complaints and compliments
• Co-ordinate service improvement initiatives (business and IT)
• Creating, implementing and monitoring a service (customer) centric culture in IT
Other
• Co-ordinate Disaster Recovery requirements and plan
• Monitoring IT availability and capacity status against future business demand
• Assisting IT in the procurement and contracting of outsourced IT services
• Assisting IT to measure the performance of IT services against the cost of the service
• Assist with the identification of business impact of IT changes (operational and IT projects). Also help to communicate the changes to the relevant business areas.
• Assist with implementation of IT related policies that might have an impact on business
• Participate in the IT risk management process. This will include making Business aware of IT related risks and help IT to do better assessments of business impact.
Minimum Requirements
QUALIFICATIONS AND EXPERIENCE
• Graduate level degree in Information Sciences and Management and/or recognised IT Professional Qualifications.
• 7 - 10 years’ experience in Information Systems Support (applications and infrastructure), IT Operations, IT service level management and within production environment. Additionally some knowledge is required in the development of IT systems.
Key experience to include:
o Managing relationships with business
o Managing contracts and relationship with outsourced service providers
o Providing excellent IT customer service
o Identifying and driving efficiency and effectiveness of IT service improvements
o IT Service Level Management, including the commercialisation of IT services
o Operational management and knowledge of service support including service desk
o Management of IT incidents and problems
o Root cause analysis to improve the overall service delivery of IT
KNOWLEDGE
• Broad knowledge of technology (existing and emerging) and its application in the insurance industry
• Strong knowledge of Service Level Management and Contract Management
• Strong ITIL knowledge and implementation track record
• Strong knowledge of customer relationship management
• Proven experience of providing excellent IT customer service and relentless pursuit of efficiency and effectiveness improvement
• Strong facilitation of problem solving and issue resolution
Competencies
• Deciding and initiating action
• Leadership
• Building networks and good relationships
• Developing and implementing strategy
• Enterprising and commercial thinking
