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
