Service Delivery Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa BCXP Full time
Business unit, Department, Reporting Business Unit DPS Octane Department Specialised Solutions Reports to Manager: Service Delivery Grade S6
Core Description

The purpose of the job is to provide a well-managed and operational service management environment for BCX Octane to maintain and improve customer satisfaction levels.

Key Deliverables / Primary Functions
Responsible for ensuring that contractual obligations are understood, and that SLAs are aligned

  • Developing and owning the SLA measurement in collaboration with the execution teams
  • Facilitate monthly operational performance sessions with the customers
  • Responsible as the customer interface for the delivery of products and services in line with contractual commitments
  • Owner of technical and service request as determined by the customer
  • Drives efficiencies across delivery platform
  • Drive innovation and solution enhancement requirements
  • Maintain & exceed customer satisfaction and provide support to clients with excellent service quality
  • Customers Selling additional services/solutions
  • Onboarding of new customers and administration and Reporting
  • Ensure that Contracts are understood delivered and managed. Pipeline, quotations, ATP, HSSE and Governance
  • Ensure all data accuracy and resolvers for presentations at Dealer Forum attending quarterly forums
  • SLA Management and Communication with Client
  • Ensure that SLAs are clearly understood and communicated to all relevant stakeholders
  • Joint Response Management as well as identify and Manage Joint Response for incidents requiring multiple resolvers
Stakeholder Management Ensure that effective and proactive communication always takes place to the key stakeholders

  • Develop relationships with key stakeholder Core Functional Skills & Knowledge Contract Management Problem solving Relationship Building Service Level Agreement (SLA)
Management Stakeholder management Core Behavioural Competencies Coping with pressures & setbacks Culture Match Deciding & Initiating Action Delivering Results & Meeting customer expectations Job Match Persuading and Influencing Relating and Networking Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Accounting or Business OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience

3 years' Service Delivery experience in the Fuel environment, Key Account Management OR 7 year's relevant experience in the Fuel environment
Or
If the highest qualification is grade 12, 5 years' Service Delivery experience in the Fuel environment, Key Account Certifications ITIL Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control

Level of Engagement:

Engagement will all levels within the organisation, internal and external to the busin Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Billable Revenue Generating

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