IT SERVICE DELIVERY LEAD - DAR ES SALAAM
SERVICE DELIVERY LEAD (SDL) – Dar-es SalaamBackground of the RoleThe SDL role is accountable for IS Service Management and Service Delivery within the country. A core element of this role is to support the operational activities related to technical infrastructure services in Dar es Salaam, Moshi, Mwanza and other selling points. This will primarily be achieved by working with our main support partners/providers as well as local providers. The role requires that the Diageo IS operating model, based around a set of common Diageo IS processes are enforced. Core to this is that the person taking on the role has very solid leadership capability, project management and knowledge of ICT and deep personal accountability for great performance.
The Diageo GDBS (Global Diageo business services) function has outsourced technical infrastructure services to global vendors. There are other local partners/providers that support some locally based systems and infrastructure. The role of Site Service Delivery Lead is to maintain business as usual support for SBL either through Global Diageo Business Service and/or our service partners / providers.
Specific Skills Necessary for this Role
Develop and manage relationships with business partners
Identify Opportunities for Process Improvement
Contribute to Customer Satisfaction Measurement
Manage and maintain IS/ GDBS services
Implement minor network and technical changes -
Manage operational services against service level agreements (SLAs) (Service Reviews)
Coordinate service providers
Risk and compliance management (External & internal Audit)
Manage budget Financials relating to IS function within the market
Support business/IS driven programmes and projects
In “small” project circumstances facilitating programme/project technical tests, user and pilot testing where required, ensuring business readiness, managing the warranty period and ensuring customer satisfaction
Handing over to Support by accepting and signing off BAU- ‘Business as usual’ process
Manage signed off for new project initiatives when introduced
Barriers to success in the role
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SERVICE DELIVERY LEAD (SDL) – Dar-es SalaamBackground of the RoleThe SDL role is accountable for IS Service Management and Service Delivery within the country. A core element of this role is to support the operational activities related to technical infrastructure services in Dar es Salaam, Moshi, Mwanza and other selling points. This will primarily be achieved by working with our main support partners/providers as well as local providers. The role requires that the Diageo IS operating model, based around a set of common Diageo IS processes are enforced. Core to this is that the person taking on the role has very solid leadership capability, project management and knowledge of ICT and deep personal accountability for great performance.The Diageo GDBS (Global Diageo business services) function has outsourced technical infrastructure services to global vendors. There are other local partners/providers that support some locally based systems and infrastructure. The role of Site Service Delivery Lead is to maintain business as usual support for SBL either through Global Diageo Business Service and/or our service partners / providers.
Specific Skills Necessary for this Role
- Code of Business Conduct (CoBC) , highest level of integrity and authenticity
- Business Continuity/ Disaster Recovery process
- Vendor Management process
- Project Management
- Good business communication skills-
- Budget management
- ITIL Foundation for IT Service Management
- Microsoft Certified Information Technology Professional (MCITP) / CCNA certifications
- Bachelor’s Degree in IT, computer science or related field.
- Finance for Non Finance Management
- Stay focused on priorities and demonstrate rigor and brilliant execution
- Demonstrate deep personal accountability for great performance Demonstrate unwavering accountability for Diageo´s total success.
- Build and sustain trust with others through real relationships
- Demonstrate the kind of personal integrity that inspires others.
- Generate ideas and move them to action
- Be imaginative in finding solutions to issues and pursuing opportunities for the business
- A reliance upon a purely technical skill base
- Poor understanding of the “bigger picture”
- An aversion to change
- Lack of customer service approach
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