I&T Network Infrastructure Service Delivery Analyst - Pick n Pay

This exciting opportunity exists in our Information & Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for an I&T Network Infrastructure Service Delivery Analyst (SDA) to maintain and ensure an optimal Enterprise Network Infrastructure environment.

Duties & Responsibilities

• Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Network Infrastructure division
• Setting up and facilitating weekly/monthly operational and ad hoc meetings with Infrastructure 3rd party Vendors
• Identify, own and manage risks
• Escalations Management - handling of issues and communicating to users
• Follow and implement Service Management responsibilities as per ITIL guidelines
• Own and manage domain as subject matter expert
• Understand and translate budgets and costs
• Ensure agreed key messages are communicated
• Identify, initiate and execute opportunities for improving service delivery processes
• Ensure delivery against agreed service levels

• Partner engagement and management
• Ensure continuous improvement and visibility for domain area
• Be part and present changes for CAB approval
• Ensure concise reporting is in place for efficient and effective management
• Plan and manage budgets within domain of responsibility

Minimum Requirements

• Diploma/Degree in a related field, or studying towards a qualification
• 5+ years’ relevant, demonstratable experience in a service delivery environment
• ITIL Accredited Certification
• Network Accredited Certification
• Management experience in outsource/co-sourced environment with knowledge of network technologies and processes
• Experience in engaging at both the technical and managerial layers
• Experience in supporting/maintaining network infrastructure
• Experience in managing vendor support contracts (SLA and Commercial)
• Experience in service desk technologies advantageous
• Experience in telephony environments
• Experienced in managing project handover and instituting supportable processes
• General IT industry knowledge / awareness
• Deep understanding of Network technologies
• Good understanding of and the ability to manage in an outsourced, complex environment
• Understanding of retail application and technical architectures
• Ability to work remotely and on site, with own transport and connectivity infrastructure

Competencies

• Excellent written and oral communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Attention to detail
• Proven analytical, evaluative, and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Continuous trend analysis and associated recommendations
• Strong customer service presence, collaboration, negotiation, organisation, and conflict resolution skills
• Ability to work well under pressure and identify and key issues in a changing environment
• Able to understand the organisation’s goals and objectives and translate to domain specific outcomes

Additional Information

Competency-based interview to assess above requirements