Details
IT Service Designer Lead (SHO220311-9) – Shoprite Group of Companies
Job Details
Closing Date: 2022/23/12
Reference Number: SHO220311-9
Job Title: IT Service Designer Lead
Job Type: Permanent
Location – Country: South Africa
Location – Province: Western Cape
Location – Town or City: Brackenfell, Cape Town
Purpose of the Job
At Shoprite, you will be part of delivering integrated solutions across the Shoprite Group to some of the most recognized South Africa Retail brands and you’ll do it by working on best of breed technologies. We’re proud to be publicly recognized as a largest private sector employer in South Africa and leading employer in Africa. We focus on attracting, developing, and retaining a loyal and committed workforce, dedicated to the Group’s culture and organizational objectives.
The purpose of the IT Service Designer Lead is to align the service design portfolio with strategic IT technology, solution and service ambitions, whilst applying expertise in designing and developing the end-to-end journey of a service within the context of a service value chain and supporting existing service delivery. The role leverages on established and implemented practices and governance frameworks throughout the service value chain touchpoints, to design new IT services, processes and other aspects of IT Service Management, whilst ensuring clearly defined contractual functionalities and associated service support models to maximize service continuity and vendor accountability. The IT Service Designer Lead assimilates design principles and methods for transforming strategic business objectives into portfolios of services and service assets, whilst ensuring that the Service Management, General Management and Technical Management Practices advocated by ITIL4 are encompassed in the Service Design frameworks, governance and execution stages.
Job Advert Details
Job Category
IT
Job Objectives
Identifies and interfaces with key stakeholders from across technology, strategy, support functions, and business to ensure efficient design of service models.
Designs technology support models, engaging stakeholders and subject matter experts as required, to create effective support for new or changed products, systems or processes.
Collaborates with relevant stakeholders and teams to lead the entire service lifecycle – from acquisition, development and implementation through to service retirement.
Collaborates with the Service Owner to assist with the provision of a properly defined service ownership to all service components and encourage service levelling within the individual disciplines to ensure that inter-discipline interoperability and dependencies are identified.
Documents and agrees on service requirements as part of the process for formulating service models.
Defines and agrees on service documentation (e.g., Service Definition) to ensure services are correctly specified.
Understands the overall objective of the service and how the various processes within Shoprite work together to deliver the service, such as Architecture, Governance, Legal etc.
Liaise with other disciplines within the organization to leverage the individual input from all the stakeholders and integrate all inputs.
Contributes to the continual service improvement through Service Design and Architecture processes and ensures that documents are kept fit for purpose up to date, published and reviewed as per agreed standards and timelines.
Evaluates factors and risks that impact on services, operational processes, resources and strategic direction to enable the most appropriate route of change.
Incorporates disaster recovery processes, documentation, including DR tests to meet business requirements and IT obligations in managing follow up actions and improvements.
Ensures all project and development initiatives are well prepared for the transition to live operation.
Validates the quality assurance process during implementation of the services.
Manage changes in the service design according to a change control processes.
Qualifications
National Diploma or Degree in IT or related field – (essential)
ITIL v4 foundation Level certification – (essential)
Experience
+6 years’ experience in an IT Service Design or similar role with proven experience and advanced knowledge in designing processes, services or solutions, contractual management for service support models and working across various functional areas within the IT space – legal etc. – (essential).
Solid knowledge and experience on ITIL Service Design frameworks – (essential).
Strong and influential relationship management experience with stakeholders, colleaguesand users in pursuit of delivering high quality services whilst maintaining service targets – (essential)
Solid knowledge and experience onevidence- and context-based design – (essential).
Strong proficiency on O365 – (essential).
Knowledge and Skills
Highly analytical with problem solving skills – examines and integrates multiple sources of data and other information to systematically understand complexities relating to the function and make sound judgement; applies experience and expert knowledge to manage complex situations and identifying opportunities.
A strong communicator including both written and verbal communication skills. Communicates effectively to a variety of audiences; converts complex concepts into simple, well-articulated messages.
A strong negotiator – Effectively explores alternatives and positions to reach agreements and solutions, making a strong personal impact on others to gain the support, acceptance and commitment of all parties.
Strong technical orientation with the ability to translate functional requirements into technical requirements. Is curious and adaptable and able to quickly apply new insights and learnings.
Innovative – Applies original thinking in approach to job responsibilities and to improve processes, methods, systems, or services.
Good business acumen, able to operate comfortably within business strategy, current trends and developments in the retail industry.
Independent, motivated self-started, with a can-do attitude. Good energy to drive and deliver on priorities.
Is customer focused and understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.
Planning and organising – Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment. Identifies urgent and important tasks / priorities to ensure delivery.
Results-driven and quality focused – Efficiently executes tasks and priorities, setting stretch goals for self, while remaining focused and working tenaciously towards meeting and exceeding expectations within quality standards. Strongcommitment to quality and delivering a thorough approach to work.
Team player and collaborative partner – Builds strong relationships with stakeholders while working collaboratively across work teams and projects.Open, honest and direct, comfortable giving and receiving constructive feedback. Thinks and acts independently as well as collaboratively.
Ability to work in a high-volume, high-pressured environment and deliver high productivity, organising, prioritising, and reordering workload in a rapidly changing and fast-moving environment.