Administer the internal customer facing Business Support Systems. Be responsible for ensuring adequate service availability/uptime, Business operations and Business continuity disruptions to be kept to a minimum by providing high level of proactive service support within the portfolio and continuous improvement on resilience.
Key accountabilities and decision ownership:
Ensure agreed service uptime KPI is consistently and continuously maintained (99.9%) for the FY;
Delivery of identified improvements through change requests and/or Projects should be done within the committed timeframes;
Implement Problem Management Methodologies for recurrent incidents;
Ensure compliance with IT Security and Governance baselines on all portfolio systems that currently include BUT NOT LIMITED TO (Sage X3, Remedy, SageL500, Sharepoint, VTU, EVO, SFA, SDP,NUQ, iVend).
Key performance indicators:
Service Availability to 99.9%;
Project and/or Change request on time delivery;
Stakeholder feedback on engagement experience;
Compliance with IT Security and Governance baselines – adherence to a team developed implementation schedule.