Transnet
Senior Specialist: Service Delivery
Location: Gauteng
Job Type: Full Time
Experience: 5 – 8 years
About the Role
Transnet is looking for a Senior Specialist in Service Delivery to join our IT team. In this role, you will ensure that our Information Technology (IT) services meet agreed standards and performance levels. You will take an end-to-end view of our IT systems, focusing on continuous improvement, managing technical incidents, and resolving service requests effectively.
Key Responsibilities
Your main goal is to keep our IT services running smoothly. Your duties will include:
- Service Management: Monitoring IT performance and reporting on how well services are meeting business needs. You will serve as the main point of contact for service failures and process improvements.
- Incident & Problem Management: Leading the response to IT issues. This includes prioritizing incidents, coordinating response teams, and conducting root cause analysis to prevent problems from happening again.
- Strategy & Planning: Working with business leaders to set service level agreements (SLAs) and ensuring we have the right processes in place to meet them.
- Innovation & Research: Staying up to date with new IT Service Management (ITSM) tools and trends to improve our internal help desk and support systems.
- Operational Leadership: Managing technical documentation, updating the “Known Error” database, and training or mentoring support staff to improve their technical skills.
- Reporting: Providing regular updates on incident trends and recommending system changes to improve reliability.
Requirements
To be successful in this role, you should meet the following criteria:
- Education: A Bachelor’s degree in Information Technology, Commerce, or a related field.
- Certifications: ITIL Foundation certification is required. An ITIL Service Management certification is a plus.
- Experience: 5 to 8 years of experience in a service management environment, specifically working with service desks, incident management, and problem management.
- Skills: Strong ability to build relationships with business stakeholders and the ability to lead technical teams during high-pressure situations.
- General: A valid driver’s license and a willingness to travel as needed. You should also be prepared to work extended hours if necessary to support production deadlines.
How to Apply
If you meet the requirements and are interested in joining the Transnet team, please submit your application through the Transnet Talent Portal.