Client Delivery Manager

2 weeks ago

Cape Town, Western Cape, South Africa Dimension Data Full time

The Client Delivery manager is accountable for the design, implementation and maintenance of the Service Delivery and Planning strategy, framework, and Operating model.

This role assesses the environment across functions to identify and implement innovative improvements to support more efficient and cost-effective Service Delivery.

The Client Delivery Manager is part of the OptiNet Executive Team and the key contact between OptiNet and Clients.

**Performance Objectives (PO)
**PO 1: Design, define and implement Planning and Service Delivery Strategy, Model and Framework

  • Oversee the strategic management of Service Delivery framework and model
  • Design and align Service Delivery strategy to overall OptiNet strategy
  • Direct and resource the Service Delivery operation to meet budget and other financial goals, directing shortterm and longrange planning
  • Incorporate input from client strategies into OptiNet's products and services offerings
  • Communicate and cascade the Service Delivery operational objectives within the OptiNet organization
  • Establish performance goals, allocate resources, and assess / update / improve the processes and policies of Service Delivery
  • Identify potential risks and mitigation strategies in Service Delivery
  • Establishes governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately, and the resources are used responsibly inService Delivery
**PO 2: Operating Model Design and Optimization

  • Implement and maintain IT best practices within the Service Delivery environment
  • Identify opportunities for improvements within Service Delivery
  • Design and implement the Service Delivery framework and operational enhancements
  • Create consistent operating models across Service Delivery to facilitate rapid growth, capacity, and demand planning
  • Identify critical service and efficiency points to support and enhance Service Delivery capabilities
  • Establish, implement and optimize the operating model of Service Delivery
  • Design, implement and enforce operational management policies and procedures to ensure they are aligned with business processes, tactical planning & strategic vision
  • Ensure compliance with operating policies and procedures to support the operations work flow and deals with noncompliance
  • Measure effectiveness and efficiency of operational processes both internally and externally and finds ways to improve processes
  • Monitor that Service Delivery activities comply with organizational requirements for quality management, legal stipulations, and general duty of care
  • Update, amend and devise changes to the operating model as the business grows and develops
  • Review, evaluate, and revise automated systems to support current business practices and service delivery.

PO 3:
Service Delivery and Planning Operational Oversight and Management

  • Evaluate new technologies and remain abreast of current market trends
  • Evaluate new technologies and manage their introduction to the business ensuring that proper technical tools and IT services are available for the Service Delivery and Planning environment
  • Provide leadership direction, frameworks, and technology roadmaps to meet business strategic needs including the following Service Delivery and Planning Areas:

  • The Portfolio Management Office driving project methodologies, related processes, and successful delivery of projects.
  • Ensure the successful implementation of the PMO's strategy, responsibilities, services and deliverables in line with the overall OptiNet strategy
-
ITIL Service Management:

  • Implementation and maintenance of all ITIL related processes (Change Management, Incident Management, Problem Management, and Root Cause Analysis).
-
Service Delivery Management:

  • Set and enforce service delivery standard to align to and meet customer expectations
-
Global Desktop Support:

  • Conduct high level planning and analysis to set standards and requirements to support the Desktop Support environments mandate
-
Global Service Desk:

  • Oversee the highlevel establishment of a 24x7 and 365 Customer Service Centre (Network Operations Centre and Service Desk). Set targets, service standards and metrics of measurement of success and manage deviations. Review service issue points and review innovative approaches to support service
**PO 4: Financial and Budget Management

  • Responsible for budget compilation to prepare and present annual budgets to executive team
  • Analyze monthly financial performance, variances in conjunction with the head of finance
  • Propose optimization plans for growth and sustainability
  • Analyze and monitor the effect of budget or policy changes on business unit productivity
  • Develop and maintain a financial model to assist management in justifying investment initiatives
**PO 5: Vendor management

  • Responsible for the contract management and Vendor engagement and negotiation function to support business growth an

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