Manager, Service Delivery at M.P. Shah Hospital

Reporting to the Chief Information Officer, the overall purpose is to enable the delivery of a high-quality service to end users, and to ensure service support and service delivery processes are in place to meet the hospitalʻs needs. The role is responsible for coordinating IT service management processes, including the day-to-day management of support requirements including third-party suppliers of leased services, supporting ICT project delivery, as well as the leadership and coordination of in-house teams supporting business as usual ICT services.

Duties & Responsibilities:

• Standard Operating Procedures – Facilitate the development of the operational processes and standard operating procedures within the purview of ICT support services in line with IT best practices
• Manage Operations – Monitor and manage computer and laptop support, printing services, audio-visual services, repair and maintenance of end-user computers and laptops, VOIP and phone support functions by reporting, classifying and prioritising incidents to resolve, recover and close incidents to ensure optimal service
• Procurement – Assist in identifying and advising the CIO on the hospital’s procurement requirements of computer hardware and software (licenses). This includes maintaining inventory records of all hardware and software used at the hospital.
• Vendor Management – Align out-sourced or leased services with M.P Shah Hospital’s needs and expectations by monitoring and maintenance of SLAs to ensure adherence to levels defined within negotiated Service Level Agreements, and contracts
• Maintain Hardware Asset Register detailing ICT equipment required to support and deliver IT services used by the hospital, and identify, analyse and manage associated information risks. Enhance and manage the desktop computing environment to ensure that laptops, PCs and other access devices are maintained to high standards of performance and security
• Risk management – Identify, assess, and control risks by analysing incidences and problems raised through the service desks and evaluating the impact of the business and coming up with mitigation procedures
• Support business continuity – Establish and maintain a plan to enable the business and IT to respond to disruptions in order to allow continuous operation by implementing business continuity response with a strong focus on the interaction required with the patient
• Performance Management: Align the efforts of the departmental employees by translating the divisional objectives into actionable initiatives and effectively cascading them to staff to ensure accountability and drive the execution of the plans

Qualifications & Requirements

• Bachelor’s Degree in computer science, information communication and technology or a related field
• Certifications in ITIL and computer hardware and software courses
• (three) years of experience working in a similar role.