The Job

• Define future support model and process for a new organization within DF Group
• Define and manage transition plan from project into business as usual operations
• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
• Produce regularly analyses service records against agreed service levels to identify actions required to maintain or improve levels of service, and initiates and reports these actions
• Act as Incident Manager to manage impact assessment and communication between offshore support centre, IT suppliers, and business stakeholders
• Maintain support processes and checks that all requests for support are dealt with according to agreed procedures
• Collect application and infrastructure performance statistics and create reports
• Initiate and monitor actions to investigate and resolve problems in application systems and services
• Assist with the implementation of agreed remedies and preventive measures

The Person

• A minimum of a Bachelor degree with at least 5 years of working experience in IT, in FMCG or retail industry is a plus.
• Strong experience in IT Operations Management with exposure to ITIL.
• Experience with managing IT Operations with multiple vendors and businesses in the landscape.
• Very structured, with analytical mind and operational management skills.
• Excellent communication and presentation skills with strong stakeholder management skill.
• Proficiency in written and spoken English is essential.

Dairy Farm is responsible for ensuring that all personal information collected from each Candidate presented to Dairy Farm is used for recruitment purposes only and the data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management