Background of the Role
The SDL role is accountable for IS Service Management and Service Delivery within the country. A core element of this role is to support the operational activities related to technical infrastructure services in Dar es Salaam, Moshi, Mwanza and other selling points. This will primarily be achieved by working with our main support partners/providers as well as local providers. The role requires that the Diageo IS operating model, based around a set of common Diageo IS processes are enforced. Core to this is that the person taking on the role has very solid leadership capability, project management and knowledge of ICT and deep personal accountability for great performance.
The Diageo GDBS (Global Diageo business services) function has outsourced technical infrastructure services to global vendors. There are other local partners/providers that support some locally based systems and infrastructure. The role of Site Service Delivery Lead is to maintain business as usual support for SBL either through Global Diageo Business Service and/or our service partners / providers.
Specific Skills Necessary for this Role
Vendor Management process
Project Management
Good business communication skills-
Budget management
General Skills Necessary for this Role
ITIL Foundation for IT Service Management
Microsoft Certified Information Technology Professional (MCITP) / CCNA certifications
Bachelor’s Degree in IT, computer science or related field.
Finance for Non Finance Management
Leadership responsibility
Stay focused on priorities and demonstrate rigor and brilliant execution
Demonstrate deep personal accountability for great performance Demonstrate unwavering accountability for Diageo´s total success.
Build and sustain trust with others through real relationships
Demonstrate the kind of personal integrity that inspires others.
Generate ideas and move them to action
Be imaginative in finding solutions to issues and pursuing opportunities for the business
Responsibilities
• Develop and manage relationships with business partners
• Identify Opportunities for Process Improvement
• Contribute to Customer Satisfaction Measurement
• Manage and maintain IS/ GDBS services
• Implement minor network and technical changes -
• Manage operational services against service level agreements (SLAs) (Service Reviews)
• Coordinate service providers
• Risk and compliance management (External & internal Audit)
• Manage budget Financials relating to IS function within the market
• Support business/IS driven programmes and projects
• In “small” project circumstances facilitating programme/project technical tests, user and pilot testing where required, ensuring business readiness, managing the warranty period and ensuring customer satisfaction
• Handing over to Support by accepting and signing off BAU- ‘Business as usual’ process
• Manage signed off for new project initiatives when introduced
Barriers to success in the role
A reliance upon a purely technical skill base
Poor understanding of the “bigger picture”
An aversion to change
Lack of customer service approach
Reporting
Role reports to Head of GDBS –East Africa with functional reporting to Finance Director
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