The RFS Manager will support ad-hoc project requests, vendor engagement, and request fulfilments (among other responsibilities).
Key Responsibilities Include
- Overseeing new BAU requests, time-and-material efforts, and customer resource requisitions
- Following the RFS process timeline from initiation to closure
- Regularly reviewing and enhancing the current process
- Ensuring accurate and timely availability of RFS reports, updates, tracking, and closures
- Collaborating with all relevant stakeholders, including internal teams (e.g., sales for pricing), external vendors (e.g., for quotations), and client representatives, to ensure comprehensive service request coverage.
Make An Impact By
Service Delivery RFS
- Service delivery RFS financial and resource management
- Support RFS and service catalogue requests
- Accountable/Responsible for end-to-end RFS requests/requisitions
- Manage cross functional engagements for RFS
- Act as a focal point for all RFS related queries and issues
- Review RFS transition plans, enhancement milestones and deliverables in consultation with support teams and customer
- Review with vendors and support team to ensure that all RFS tasks and deliverables meet quality and agreed outcomes
- Notify/escalate any out of scope variations to services to Program Director / Service Delivery Director (SDD)
- Monitor and improve RFS performance, providing leadership, coaching and tasks management
- Provide regular CDE EWO project RFS dashboarding and reporting
Customer/Vendor Management
- Liaise with third party vendors and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
- Ensure that effective communication on the status updates and tracking of RFS requests and RFS delivered (including monthly or weekly service delivery reports) with the agreed timeframes
Business Development
- Proactively identify opportunities for RFS or improvement of services delivered to the customer and liaise with the Account Manager and Sales Specialist for development of that opportunity
People Management
- Delegate operational tasks effectively by providing clear and specific instructions and goals
- Plan, track and monitor the tasks assigned to the team members
- Participate in leadership activities and providing performance feedback and developmental coaching
- Monitor and improve team performance, providing leadership, coaching, and performance management
Skills For Success
- Minimum Diploma in Computer Science / IT or equivalent
- Good to be certified with ITIL v3 Foundation
- 5 Years of experience in Project management / Operations / Vendor management
- Have working experience with Microsoft O365 and Exchange and ServiceNOW ITSM
- Experienced in IT Managed Services
- Financial Management Experience
- ITSM Service Catalogue Management
- ITIL Service Management
- Good understanding of IT cross competency products in the EUC device
