IT Service Design Lead at Shoprite Group of Companies

Purpose of the Job    
Value Proposition

• 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. 

Role Purpose

• The purpose of the IT Service Designer Lead is to facilitate the establishment of an service design capability for the Shoprite Group’s Technology Department as well as guiding service owners with (i) their understanding of service design as a concept and discipline, and (ii) how best to design their own services so that they are appropriate (in terms of meeting desired requirements), sustainable and maintainable throughout their lifecycle.

Job Objectives    

• Establish an IT Service Design Capability within the Shoprite Group’s Technology Department.
• Formulate and implement a Service Design Framework in accordance with industry good practices including (CobIT and ITIL). The framework will include applicable principles, standards, rules, processes and related templates aimed at ensuring that service risks are appropriately identified and catered for when services are designed.
• Educate and communicate with stakeholders concerning what service design is, the value of service design and how to design services in compliance with the Service Design Framework.
• Support service owners in the design of their services in compliance with the Service Design Framework.
• Review and improve the Service Design Framework over time.
• Be the champion of the IT Service Design Capability within the organisation.
• Ensure that service design-related risks are identified and appropriately treated and reported.
• Report on the delivery of services of the IT Service Design Capability.

Qualifications    

• National Diploma or Degree in information technology or related field - (essential)
• Technology certifications related to information technology good practices. This may include CobIT, ITIL v4 (foundation Level) and/or other relevant industry-recognised certification which demonstrates a comprehensive understanding of what information technology is, how an information technology organisation should operate in accordance with good practices, how to design information technology services for success, etc  – (essential)

Experience    

• +6 years’ experience in an information technology-related role which demonstrates experience and advanced knowledge of designing processes, services and/or solutions (essential)
• Strong and influential relationship management experience with stakeholders, colleaguesand users in pursuit of quality, value-adding service delivering - (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.
• Creative - Applies original thinking in approach to job responsibilities and to improve processes, methods, systems, or services.
• Independent, motivated self-started, with a can-do attitude. Good energy to drive and deliver on priorities.
• 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.