5Th Dimension Consulting

About 5Th Dimension Consulting

Feb 13, 2020 | Financial Services, Information Technology (IT) Seeking an IT End-User & Output Services Manager with an IT Degree/Diploma in the field of Computer Science or IT Management & (ITIL Education and/or Certification (At least ITIL3) preferred) plus at least 10 years’ overall experience as End User Support Manager, for an EE position with a large corporate in Cape Town. Job Role Responsible to manage the team and multiple outsource vendors to deliver a service centric end user capability. Also responsible for:- The computing and output services to the Group’s clients. Drive continual service improvement programs, maintaining, and improving ongoing quality and Innovative services. This will include, but is not limited to, Automation & Self-service capabilities, End User training, Skills upliftment, Design approvals, Quality control of all Testing and Lab\Dev work (automation\images) done within this service. Duties Provide end user computing and output support to BAU and Business Projects. Coordinate improvement with service owners to identify optimization opportunities. Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service Desk and Service Management vision and strategy. Manage device refresh in line with Group policies and schedules. Ensure quality assurance on all testing and maintenance carried out in the EUS and Output Devices. Creation and management of the EU&OS BAU budget and project budget to ensure costs are contained and managed. Ensure EU&OS policies are documented, understood, and approved. Development of a plan to optimize, standardize and automate services to reduce costs and provide a more agile service. Coordinate all audit requirements and documentation related to the EU&OS Communications. Regularly interface meetings with Business and feedback into Group IT management and related forums. Develop and communicate a consolidated risk register and a mechanism to provide feedback to management and clients on mitigation and escalations. Regularly report on progress of initiatives and service improvements to management. Manage: SLA’s with the various Service Providers Service providers to contracted deliverables, volumes, and rates. Responsible for EU&OS Release Management and Security Patching & Third-Party Patching of endpoints. Communicate quality improvement goals and vision and alignment with budgets. Coordinate training and skills upliftment for the EU&OS staff. Coordinate the relationship between vendors and the EUS resources. Communicate people management matrix on an ongoing basis. This should include, training schedules, BEE targets, key man dependencies and succession planning and critical skills shortages. Requirements Qualifications Matric Degree/Diploma in the field of Computer Science or IT Management preferred. ITIL Education and/or Certification (At least ITIL3) preferred. Experience A minimum 10 years’ overall experience as End User Support Manager is preferred, with the last 3 in same or similar role. Knowledge and Skills Information system delivery service Project Oversight Business Requirements definition Risk management Service Level Agreements and management.

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