Service Delivery Manager
2 days ago
- Jobs by Location
- Job by industries
- The Service Delivery Manager will be a vital member of the Genesys EMEA Customer Success and Services team as she/he will be responsible for the Development and Execution of our Managed Services offering. The operational service delivery is a vital element of our overall Experience as a Service promise and is offered to our key customers. The role and service include coordinating service delivery, monitoring managed service performance, status and profitability, coordinating delivery resources, managing client expectations, and continuously improving the OSM processes next to the overall Strategic development of the actual offering.
- You will be the primary interface both internal as with our active customers around our OSM offering. From that interaction, we expect solid client's business insight and a way to establish inroads into the organisation of the account to increase Genesys visibility and be responsible for all Genesys personnel incl. sub-contractors working on the engagement.
- Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as the Service Delivery Manager, you will be in the forefront.
The primary responsibilities for this role include (but are not limited to):
- Manage client relationships: The Service Delivery Manager will be responsible for maintaining relationships with Genesys Operational Service Management customers and ensuring their needs are met and provide regular updates on service delivery and respond to client inquiries and concerns.
- Coordinating service delivery: The Service Delivery Manager will oversee the delivery of services to clients and coordinate the efforts of different Genesys engagement teams to ensure that services are delivered in a timely and efficient manner. The role will entail managing all aspects of the Managed Service and DevOps, including day-to-day leadership of the delivery team risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting status, and assisting in tracking and resolving issues as the first escalation point.
- Monitoring service performance: The Service Delivery Manager will, in collaboration with the Customer Success Manager. track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
- Ensuring compliance with service level agreements and maintaining budget: The SDM will be responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards. They will also be responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget.
- Continuously improving processes: Service Delivery Managers will continuously evaluate the Operational Service Management process and improve the processes to ensure that services are delivered efficiently and effectively.
- Achieve customer satisfaction goals.
- Next to the Operational execution; take responsibility to further develop and evolve the OSM service offering in alignment with our corporate services strategy
- Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
- Maintain quality relationships between our clients, strategic partners and/or third-party providers.
- Generate incremental license and services revenue through direct customer contact.
- Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
Minimum Requirements:
- Very good verbal and written skills in English are mandatory, an additional major language (such as French, German, Spanish) would be an advantage.
- 3+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.
- Proven IT Service Delivery Management experience.
- University degree in Engineering, Economics, Management or equivalent would be an advantage.
- Understanding of ITIL V4 standards, and specifically ITIL Service Delivery, ideally with an ITIL® 4 Managing Professional (MP) Certification
- Has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.
- Full understanding of Contact Centre Market and the Cloud enablement we play in
- Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
- Ability to work unsupervised and in a proactive manner.
- Proven ability to work under pressure both within a team and on your own.
- Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.
- Full clean driving license.
- Customer Service jobs
-
IT Service Delivery Manager
6 months ago
Johannesburg, South Africa Tipp Focus Full time**THE JOB AT A GLANCE** Senior IT Service Delivery Manager will be responsible for managing overall delivery of IT services to business with a focus on maintaining service level agreements, ensuring quality service, and managing stakeholder relationships. **WHAT WILL YOU DO?** **Oversee IT Service Delivery** *** **Identify Problems and Resolve...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa NTT Ltd. Full timeNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...
-
IT Service Delivery Manager
3 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Hello Future IT Service Delivery Manager FNB Connect and Service Provider is looking for a dynamic and highly skilled IT Service Delivery Manager to join their team. The successful applicant will be responsible for ensuring the effective delivery and ongoing enhancement of IT services within the telecommunications sector. This role is...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa CipherWave Full time**JOB PROFILE**: - Job Title: - Service Delivery Manager- Division: - Support- Subdivision: - 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. -...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa Giesecke+Devrient GmbH Full time**When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. Giesecke+Devrient is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa Job Crystal Full timeA dynamic, vibrant and growing IT company is looking for a Service Delivery Manager to be central to the management of service delivery to a portfolio of clients, ensuring that all services and solutions delivered satisfy clients’ business requirements and expectations. The Service Delivery Manager works with stakeholders to enforce governance controls...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa G D Mobile Securities Full timeWhen it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. Giesecke+Devrient is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and...
-
Service Delivery Manager
5 months ago
Johannesburg, South Africa Elite Search and Selection Full time**Position**: Service Desk Delivery Manager (ISP) **Location**: Johannesburg North A leading ISP is looking for an professional, customer-centric Service Delivery Manager to join their dynamic team! You MUST come from the ISP industry and have the relevant experience in service delivery with an excellent track record. This is an wonderful opportunity to...
-
IT Service Delivery Manager
3 weeks ago
Johannesburg, Gauteng, South Africa Pillango Placements Full timePillango Placements is seeking a highly skilled IT Service Delivery Manager to join our team. As an IT Service Delivery Manager, you will be responsible for leading the delivery of high-quality IT services to our clients. If you have experience in IT service management and are looking for a new challenge, we encourage you to apply.About UsPillango Placements...
-
Manager: IT Service Delivery
6 months ago
Johannesburg, South Africa On Line Personnel Full timeFull Time - Johannesburg - Posted 5 hours ago Job Position: Manager: IT Service Delivery Ref: 4485 Location: Johannesburg (Randburg) **Salary**: R60 000 to R85 000 per month commensurate with qualification and experience Qualifications / Requirements: - Bachelor’s Degree or equivalent IT qualification or Diploma - ITIL - CobIT - Minimum 9+ years...
-
IT Service Delivery Manager
4 weeks ago
Johannesburg, Gauteng, South Africa Nedbank Full timeJob OverviewNedbank seeks an experienced IT Service Delivery Manager to lead the delivery of high-quality IT services and drive digital transformation initiatives.The successful candidate will have a strong background in IT service management, with expertise in budgeting, business administration, and change management.A salary of R1,200,000 per annum is...
-
Service Delivery Manager
4 weeks ago
Johannesburg, Gauteng, South Africa Abbott Full timeThe OpportunityWe are seeking a talented Service Delivery Manager to join our Core Diagnostics Division CDx team in South Africa.This role may be based in Gauteng or Cape Town and involves daily travel across the assigned territory in South Africa.As Service Delivery Manager, you will be responsible for managing service delivery for the country, working...
-
IT Service Delivery Manager
6 months ago
Johannesburg, South Africa FirstRand Full timeJob Description Responsible for all delivery activities associated with the identification, prioritisation and resolution of reported problems and to provide efficient and cost effective service to the business as well as managing resources to achieve the overall service delivery strategy Hello Future IT Service Delivery Manager, Welcome to FNB, the home...
-
Service Delivery Manager
3 weeks ago
Johannesburg, Gauteng, South Africa Telebest Full timeAbout TelebestWe are a leading provider of innovative solutions in the field of service delivery management.SalaryThe estimated salary for this position is between $80,000 and $110,000 per annum, depending on location and experience.Job DescriptionAs a Service Delivery Manager at Telebest, you will be responsible for driving SLA achievement and cultivating a...
-
Service Delivery Manager
2 months ago
Johannesburg, Gauteng, South Africa Abbott Full timeThe OpportunityAbbott's Core Diagnostics Division CDx is seeking a seasoned Service Delivery Manager to lead our Field Service team in South Africa.This role may be based in Gauteng or Cape Town, with daily travel required across the assigned territory.The Technical Service Lead is responsible for managing service delivery, working closely with all Abbott...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full timeWe are looking for a Service Delivery Manager to join our driven and dynamic team. The SDM's role is to ensure that Reflex continuously does more with less without compromising on quality, whilst making our clients adore us, ensuring business growth and retention. As Reflex’s Service Delivery Manager, you will be responsible for managing the day-to-day IT...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa TotalEnergies Full time**Pays** Afrique du Sud **Lieu** South Africa **Lieu de travail** JOHANNESBURG(ZAF) **Société employeur** TotalEnergies Marketing South Africa (Pty) Ltd **Domaine** Systèmes d'Information **Type de contrat** CDI **Expérience** Minimum 6 ans As a Service Delivery Manager you will possess the following: Relevant degree or diploma in IT or...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa Be Different Recruitment Full timeOur client an IT Solutions company is seeking a highly motivated and energetic to manage and oversee operations of service delivery teams on small to medium sized accounts to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives. **In order to be considered the following is required**: -...
-
Service Delivery Manager
6 months ago
Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full timeService management is a customer facing function that refers to the entirety of activities, directed by policies, organised, and structured in processes and supporting procedures that are performed by Reflex Solutions to design, plan, deliver, operate, and control technology services offered to our customers. Service Management embodies the core of service...
-
Service Delivery Management
6 months ago
Johannesburg, South Africa NTT Ltd. Full timeNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...
