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Service Domain Lead – Workspace and Collaboration Services

Service Domain Lead – Workspace and Collaboration Services

Job Title: Service Domain Lead – Workspace and Collaboration Services
Location: Kwa-Zulu Natal
Industry:
Salary: 720000.00
Reference: JN -072017-9159
Job Published: September 12, 2017 09:42

Job Description


SPECIFIC OUTCOMES / CORE TASKS, RESPONSIBILITIES & AUTHORITY:
The Service Domain Lead – Workspace and Collaboration Services will:
  • Management Systems (SCCM, Intune), Message archiving and mail continuity, Unified Communications Services, Managed Print Services
  • Manage the Workplace and Collaboration operational and capex budgets
  • Manage services to agreed Service Level Agreements that meet business needs
  • Negotiate and approve with both the business and Vendor any Service Level Requirements for new services
  • Support the development of customer demand plans for live services
  • Develop and maintain the architectures to support the business requirements
  • Develop strategies and solutions to meet business requirements
  • Document/specify the services needed, including business justification, following corporate guidelines and format
  • Ensure the effective implementation of technology standards for End User Computing and Collaboration
  • Identify and contract various component parts necessary to deliver the services through Operating Level Agreements
  • Responsible for ensuring compliance to all IT General Controls
  • Negotiate, approve and maintain the Operational Level Agreements with Vendors
  • Ensure that changes to services are reviewed & approved by business end users, implemented, communicated to vendors and are built into contracts as required
  • Manage the “day-to-day” delivery of the contracted services, be accountable for quality and responsible for addressing service failures
  • Responsible for the overall coordination, direction and evaluation of the Workplace and Collaboration platform’s services
  • Ensures the optimal performance of Workplace and Collaboration systems through monitoring of services. Provides incident and problem management services for the internal and external clients
  • Oversee the effective resolution of security incidents and breaches and major security incidents relating to the technology stacks of the role
  • Drive continuous service improvement(s) to maximise the effectiveness and quality of services
Requirements
EDUCATIONAL QUALIFICATIONS AND EXPERIENCE:
  • Matric / Grade 12
  • Com / BSc Computer Science degree or equivalent work experience
  • Current industry certification in architecture and major OEMs (i.e. Microsoft, VMware, Citrix, MimeCast etc.) at advanced administration level
  • ITIL Certified (Foundations is compulsory)
  • 5-10 years’ expert experience in Microsoft Exchange design and systems administration
  • 5-10 years’ experience in Microsoft Active Directory design and administration
  • 5-10 years’ expert experience in Microsoft System Centre Configuration manager (SCCM) design and administration
  • 5 years’ experience in Citrix Desktop virtualisation and Microsoft Remote Desktop Services
  • Experience in enterprise system management toolset administration (SCOM, Orchestrator, MDOP, Solar Winds, Veeam One etc.)
  • Experience with Microsoft 0365 administration (migration experience is an advantage)
  • Experience with Mobile device management platforms (Microsoft Intune, Air watch etc.)
  • Experience with audio and video conferencing administration and support
  • Experience with telephony and PABX systems
  • Experience with workstation technologies and supporting tools
  • Experience in managed print services contract management
  • Experience and proven track record in Service management
  • Experience managing global services at large organisations
  • Strong knowledge of IS service management / service control processes and methodologies.
  • Experience in document writing (Policies, Standards, Operating procedures etc.)
  • Experience working in a multi-vendor IT sourcing environment
  • Experience in managing relationships with internal business customers and vendors
SKILLS AND ATTRIBUTES:
  • Demonstrate the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for
  • the team
  • Demonstrate ability to lead in a global, matrix / team environment. Demonstrates ability to lead geographically
  • dispersed teams and 3rd party vendors of IS services to drive exceptional customer service and high performance
  • Ability to build strong relationships with business stakeholders, including senior managers and 3rd party vendor
  • executives and to influence and be persuasive
  • Strong interpersonal, collaboration and communication skills
  • International orientation – prepared to travel internationally (preferable) is able to work effectively in an international
  • context
  • Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
  • Strong planning and managing delivery to plan as well as good organising skills
  • Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
  • Exceptional focus on quality and strong attention to detail
  • Strong Business and commercial acumen
  • Strong system aptitude / affinity with technology
  • Competent in the use of Microsoft PowerPoint, Project, Word and Excel
  • Good command of written/verbal business English (& additional location language requirements)
  • Good commercial and business awareness
  • Good knowledge and understanding of domain technology areas (within projects and operations)
  • Knowledge of domain protocols and architectures
 
For the workspace & collaboration role:
  • Manage day to day delivery of contractor services
  • Office 365 (operating at a tactical, strategic & operational level)
  • BCOM/Equivalent experience
  • Vendor management, Looking at SLA’s etc
EE candidates only with Multinational exp.