I&T Network Infrastructure Service Delivery Analyst - Pick n Pay

eg. Accountant or Accounting or Kempinski

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This exciting opportunity exists in our Information & Technology, Infrastructure Services team based at our Kenilworth Office Park in Cape Town. We are looking for an I&T Network Infrastructure Service Delivery Analyst (SDA) to maintain and ensure an optimal Enterprise Network Infrastructure environment.

Duties & Responsibilities

  • Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Network Infrastructure division
  • Setting up and facilitating weekly/monthly operational and ad hoc meetings with Infrastructure 3rd party Vendors
  • Identify, own and manage risks
  • Escalations Management - handling of issues and communicating to users
  • Follow and implement Service Management responsibilities as per ITIL guidelines
  • Own and manage domain as subject matter expert
  • Understand and translate budgets and costs
  • Ensure agreed key messages are communicated
  • Identify, initiate and execute opportunities for improving service delivery processes
  • Ensure delivery against agreed service levels



  • Partner engagement and management
  • Ensure continuous improvement and visibility for domain area
  • Be part and present changes for CAB approval
  • Ensure concise reporting is in place for efficient and effective management
  • Plan and manage budgets within domain of responsibility

Minimum Requirements

  • Diploma/Degree in a related field, or studying towards a qualification
  • 5+ years’ relevant, demonstratable experience in a service delivery environment
  • ITIL Accredited Certification
  • Network Accredited Certification
  • Management experience in outsource/co-sourced environment with knowledge of network technologies and processes
  • Experience in engaging at both the technical and managerial layers
  • Experience in supporting/maintaining network infrastructure
  • Experience in managing vendor support contracts (SLA and Commercial)
  • Experience in service desk technologies advantageous
  • Experience in telephony environments
  • Experienced in managing project handover and instituting supportable processes
  • General IT industry knowledge / awareness
  • Deep understanding of Network technologies
  • Good understanding of and the ability to manage in an outsourced, complex environment
  • Understanding of retail application and technical architectures
  • Ability to work remotely and on site, with own transport and connectivity infrastructure


  • Excellent written and oral communication skills
  • Ability to present ideas in business-friendly and user-friendly language
  • Attention to detail
  • Proven analytical, evaluative, and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment



  • Continuous trend analysis and associated recommendations
  • Strong customer service presence, collaboration, negotiation, organisation, and conflict resolution skills
  • Ability to work well under pressure and identify and key issues in a changing environment
  • Able to understand the organisation’s goals and objectives and translate to domain specific outcomes

Additional Information

Competency-based interview to assess above requirements




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How To Apply

Interested applicants should:

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