Service Delivery Manager

2 weeks ago

Johannesburg, South Africa Dimension Data Full time

Service Delivery Specialists are responsible for providing continuity in service and act as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts - can be specific client accounts or a group of accounts.

They may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The role of Service Delivery Specialists is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client-facing activities in service activation of Uptime Support Services, supporting and coordinating with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

**Key Roles and Responsibilities**:

- Work as Independent Contributor (IC) _
- Act as the primary interface managing the services relationship between the client and NTT Ltd
- Perform client-facing service activation activities and support GDC in service activation completion
- Operations performance, including:

- Service Improvement Plans
- Establish, monitor, and report Service Delivery Reports
- Escalation management and Reporting
- Meeting Management with Clients
- Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.
- Change Management - Manage and own all RoE Changes.
- Service First - Own Service First asset verification and contract status.
- Vendor Backout - Manage backout issues with Vendor.
- Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation. _
- Update runbook regularly to reflect the necessary changes. The run book content includes:

- Network map(s)
- Site-level engineering diagrams
- Client and site contacts
- Configuration item and IT service mappings (relationships)
- Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager _
- Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services
- Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc
- Interface with NTT Ltd internal contract management teams to normalize and execute change orders
- Review new offers and service capabilities with the appropriate members of the team
- Support billing / invoicing inquiries and/or disputes
- Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service

**Knowledge, Skills, and Attributes**:

- Ability to establish strong relationships with internal stakeholders and external clients
- Excellent relationship-building skills
- Strong ability in managing coordinated delivery of service
- Excellent written and verbal communication skills
- Good at solving problems and can use initiative to drive innovation
- Ability to work well in a pressurized environment
- Excellent client service orientation
- Assertive in approach and displays excellent persuasion and influence abilities
- Highly analytical with proven negotiation skills
- Passionate, strong initiative, self-driven with a commitment to succeed

**Academic Qualifications and Certifications**:

- Demonstrated and relevant years of experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experience
- ITIL certification

**Required Experience**:

- Demonstrated years of experience required in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider

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