Service Delivery Specialist
Anglo American
Limpopo
5d ago

CONTEXT

The purpose of Global Information Management (IM) is to enable the delivery of business processes, communication, collaboration and knowledge management through the deployment, support and maintenance of enterprise technology, infrastructure, applications and mine technical systems.

PURPOSE

To own stakeholder relationship and service delivery for commercial systems and Industrial IT (IIT) services for their relevant site.

Please refer to the attached job description for further information :

TYPICAL TASKS

  • Monitor and control priority 1 and 2 calls (Incident Management)
  • Ensure IT services are delivered according to standard operating procedures and / or agreed Service Level Agreements (SLA)
  • Focus on customer service, troubleshooting and immediate time-bound response for the end user
  • Escalate complex queries to the relevant regional support organisation
  • Monitor the performance, cost & demand (quality and volume) within the business economic context and approved budgets
  • Identify service improvement opportunities from data trend analysis and customer need / input
  • Own the IM component of the joiner and leaver process for the site(s)
  • Prepare and distribute IM monthly performance reports
  • Monitor onsite IM contractor resources to ensure alignment with the contract and performance expectations (safety etc.)
  • Ensure effective change management processes are in place for any new infrastructure of system changes at a local level
  • Formal qualifications :

  • An undergraduate qualification (Bachelor's degree or equivalent) in the relevant IM discipline.
  • Desirable : It would be advantageous to have a post graduate qualification in the relevant IM discipline OR a proven track record of extensive practical experience in a role and context of similar complexity
  • Role-specific knowledge :

  • the specific IM field, controls and risk mitigation
  • proficiency in required languages. LATAM roles will require proficiency in Portuguese or Spanish and English
  • local conditions
  • Business Unit plans and initiatives
  • Frontline IM services, toolsets, compliance and standards
  • outsourced team management to ensure effective resource utilisation across the portfolio
  • Any other requirements to perform the work effectively?

  • Travel and collaboration across time zones required
  • ADDITIONAL INFORMATION

  • Advert closing date : 19 September 2018 11 : 55 pm SA Standard Time
  • We welcome applications for this role from candidates from any Business Unit or region. However please be aware that it is expected that this role would be filled, in the first instance, on a local employment contract basis with local terms and conditions.
  • Any offers would be conditional upon the successful candidate having the required work permit issued by the regulatory authority of the country where this role is based

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