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Delivery/Account Manager

4 months ago

Durban, South Africa Adzuna ZA B C2 Full time

Our client is seeking a Delivery Manager / Account Manager for their Durban Offices.

The candidate should have at least 10 Years experience and come from a Technical IT Background.

The candidate should have been in a prior client facing tole and comes from a Services Organisation.

Onsite / Offshore Coordination is a must.

About:

With intensifying competition, service delivery manager requirements are dramatically escalating across the industrial spectrum. Today, almost every industry requires service delivery managers to meet end-user demands, solve customer problems, and drive client satisfaction. The service delivery manager roles and responsibilities are varied, and the service delivery manager role can largely depend on the organization for which a service delivery manager works. Common service delivery manager skills and service delivery manager job description include:

Service Management

  • Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Technical Perception

  • Supervising desktop management teams to facilitate continual improvements in the desktop environment
  • Collaborating with technical design teams to set standards for software, hardware, and security
  • Making sure that anti-virus updates and patches are applied effectively and promptly
  • Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles

Meeting Support

  • Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
  • Educating departmental staff on the effective use of conference room technology

Service Delivery Manager Skills

Service Delivery Managers require a diverse range of skills to effectively manage the delivery of IT services. Here are some key skills that are important for a Service Delivery Manager:

  • Service Management: They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
  • Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
  • Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
  • Project Management: Service Delivery Managers often oversee multiple projects or initiatives. They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
  • Problem-Solving: Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
  • Financial Management: They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
  • Continuous Improvement: Service Delivery Managers should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
  • Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

Kindly regard your application as unsuccessful if you have not heard from the agency within 2 weeks.