Service Delivery Manager
2 weeks ago
JOB PROFILE:
- Job Title:
- Service Delivery Manager
- Division:
- Support
- Sub Division:
- Service Delivery
- Reports to:
- Chief Operating Officer
WORKING RELATIONSHIPS: - Internal:
- Ensuring that recovery processes and procedures are in place and tested regularly
- Ensure that communication and feedback on major incidents, problems and changes
- Ensure that the major incident management process is managed and maintained
- Ensuring that recovery processes and procedures are in place and tested regularly
- Ensure that SLA reporting and reviews are in place on a regular basis
- Creating a collaborative, innovative and efficient working culture
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- External:
Ensure Project Efficiency
- Defining and documenting project scope and resource requirements
- Ensuring that recovery processes and procedures are in place and tested regularly
- Provide clients with regularly SLA reporting and service reviews
- Provide options and recommendations on solutions
- Ensure that communication and feedback on major incidents, problems and changes
JOB SUMMARY:
- Main purpose of position:
- As a growing brand, CipherWave is looking for a Service Delivery Manager. The role involves working across teams to ensure the company is meeting its overall strategic & operational objectives. The role reports directly to the Chief Operating Officer. As the SDM you will be responsible for ensuring Service Delivery KPI's are met through engagements with the company's 3rd party suppliers, partners and internal teams.
- Responsibilities and duties:
- Act as an intermediary between CipherWave and clients on all delivery & installation queries, expediting where necessary with providers and suppliers
- Maintain solution delivery relationships from inception to completion of a service
- Engaging with 3rd party supplies to ensure they are maintaining their Uptime SLA commitments on a monthly / quarterly basis
- Effective Management and trending of all incidents logged
- Ensure that SLA's are clearly understood and communicated to all relevant stakeholders
- Ensure that effective and proactive communication always takes place to the key stakeholders
- Develop relationships with key stakeholders
- Maintaining and ordering of equipment require to meet installation projects
- Managing the Service Delivery Team and ensuring that monthly customer engagement meetings and service delivery reports are met
- Monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients' queries and complaints ensuring that corrective action is taken
- Encourage clients to take part in the continuous improvement of the products and services supplied
- Addressing service improvements with internal team or with external providers to ensure the company is meeting is service commitments to our customers
- Identify opportunities for Service improvements
- Managing delivery and support of national remote hands team through 3rd party partnerships in order to ensure that resources are available to meet support and installation requirements
- Handling escalations from any of the internal finance, support, projects or sales team with respect customer service delivery problems and working respective teams to resolve timeously
- Improving processes with the view to improve the customer engagement model and the customer experience
- Monthly Reporting to management on Operations debarments performance against set KPI's
- Perform monthly forecasting of cost of sales, operational expenditure, and financial projections
- Assist in the creation and management of a budget for the area of responsibility
- Assess, manage and monitor financial risks, and identify new opportunities to obtain and save funds
- People Management
Attract
- Assist with selecting the right people into the right positions and onboarding them into the team and organisation
Develop
- Effectively clarifying performance expectations, demonstrate 'credible' commitment to employee development and understand the requirements of coaching
Engage
- Ability to communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Company's values thereby gaining employee commitment
Retain
- Ability to motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees
- Managing both New Service Activation, Service Deactivation, Customer lifecycle management through support systems
- Managing the NOC team's KPI in alignment to the companies and working with HR continuously keep this updated through the Financial Year
- Desired skills & experience
- ICT / ISP / Telco experience
- International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E) Prince ii / PMBok certification
- Certification in ITIL
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