Service Delivery Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Kontak Recruitment SA Full time
Woodmead, Johannesburg, Gauteng - Information Technology

Service Delivery Manager (JB3325)
Woodmead, Johannesburg
R per month
Permanent


As the Service Delivery Manager, you will play a crucial role in ensuring the successful delivery of services to clients.

You will act as the primary point of contact for escalations, incidents, and requests, taking ownership of customer issues and driving their resolution.


Your responsibilities will include managing the adherence to service delivery processes, tracking and analyzing service metrics, and providing regular reports to stakeholders.

Additionally, you will be responsible for identifying areas for improvement, implementing service enhancement initiatives, and fostering strong relationships with both internal and external stakeholders.


Minimum Requirements:

ITIL V3/4 and Project Management Certifications
IT Diploma or degree preferable.

7 + years hands on experience in IT Service management including building and managing 24 hour service desk operations, service costing, SLA contracts and departmental budgeting.

5+ years experience in an IT Service Delivery environment, project management, people management and service desk management.
Broad understanding of technology services and infrastructural elements
In depth knowledge of the ITIL framework and oversight of ITIL processes - Incident, problem and change management
Vendor management experience, in the context of service delivery to clients
Knowledge and experience in organizational effectiveness and operations management
Proven ability to manage the administration of operational business.
Build and maintain excellent relationships with colleagues and clients.

Duties and Responsibilities:

Customers
Act as an escalation point for incident and request-related issues for users and customers.
Ensure adherence and compliance with Incident, Request, and Knowledge Management processes.
Maintain operational databases.
Track and analyze raised and resolved tickets, identifying trends.
Achieve contracted Service Level Agreements (SLAs).
Provide quality weekly and monthly reports to stakeholders.
Present contract and service management reports in client forums.
Engage regularly with clients regarding service management and SLAs.
Manage business deployments and address operational requirements/issues.
Establish and maintain strong relationships with internal and external stakeholders.
Resolve customer issues to promote client retention and contract renewal.
Serve as the escalation point for clients.
Analyze operational environment and incident data to identify trends and patterns.
Monitor the environment and recommend/implement improvements.
Develop well-formulated service improvement plans (SIPs) to address client improvement requirements.
Act on improvement initiatives identified in service reviews and provide progress reports.
Provide leadership and control for approved service improvement efforts.
Identify and align value propositions with client needs.
Develop relationships and communication channels with vendors.
Chair service and operational meetings internally and externally.
Ensure adherence to SLAs and act as the custodian for all service levels.

Operational
Lead team delivery based on SLA, addressing areas of concern.
Review and analyze team deliverables, implementing necessary changes.
Proactively manage risks and escalate as needed.
Develop strategy roadmaps and seek continuous improvement opportunities.
Refine, measure, execute, and ensure effectiveness of internal processes with a focus on quality assurance.
Ensure adherence and compliance with Incident, Request, and Knowledge Management processes.
Manage day-to-day team deliverables on client engagements/projects.
Identify and resolve client service and technical issues proactively.
Foster productive working relationships with client teams.
Maintain updated RCA (Root Cause Analysis) documentation.
Serve as the custodian of quality assurance for operations and service delivery.

Additional
Day to day leadership, delegation and accountability for the Service Desk Team
Work closely with the Project Manager to ensure timeous completion of projects

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