IT Analyst: Service Delivery

Company: RCL Foods

Functions: IT

Job Type Classification: Permanent

Location - Town / City: Malelane

Job Description:

At RCL FOODS , we are driven by a purpose that goes beyond business. Our commitment to "We grow what matters" reflects our dedication to nourishing lives, communities, and the future. As a leading player in the Food Manufacturing industry, we pride ourselves on delivering high-quality products and making a positive impact. The RCL FOODS Talent Acquisition Team is currently looking for an IT ANALYST: SERVICE DELIVERY to join our Sugar Division in Malelane. The individual needs to be an action-orientated, self-starter with good communication skills and have the ability to interface and demonstrate leadership. The Role is accountable for the operational delivery and performance of IT services across the Sugar business focusing on continuity of ICT infrastructure and software services, managing operational integration with external service providers, ensuring adherence to SLAs, OLAs, and Governance standards, and Supporting the Sugar Business Partner in cost, risk, and service optimisation

<4>Minimum Requirements:

• Diploma or Degree in IT, at level NQF 6 or higher, coupled with at least 5 years proven and relevant operational support experience in the IT Industry
• Valid code EB driver’s Licence
• Strong understanding of ITIL service management concepts and frameworks
• Solid understanding of IT infrastructure architecture and related service delivery management demands
• Proven experience managing third-party service providers
• Strong analytical, problem-solving, and decision-making skills
• Mature and effective communication and stakeholder engagement capability
• A strong understanding of the integrative nature of physical ICT and software architectures
• The individual needs to be an action-orientated self-starter with good communication skills
• Ability to interface and demonstrate leadership across business units and management levels across an organisation
• After hours incident management may be required
• To be considered for appointment, candidate must be a South African citizen

<4>Duties & Responsibilities:

• Manage incidents, problems, changes, and service requests in line with ITIL practices, in a 24x7 production environment.
• Drive escalation of critical issues to minimise business impact
• Monitor and ensure delivery against agreed service levels and performance targets
• Act as primary operational liaison between RCL Sugar and external IT service providers
• Support capacity, availability, and risk management improvement processes
• Participate in service performance reviews and continuous improvement initiatives
• Assist with contract management and supplier performance tracking
• Provide input into budget planning (Operational and Capital) and cost optimisation
• Coordinate root cause analysis and implementation of corrective actions, across the physical and software technology landscape and geographically dispersed sites