Service Delivery Manager
5 days ago
PLEASE NOTE THAT ONLY SUCCESSFUL CANDIDATES WILL BE CONTACTED. PLEASE DO NOT APPLY IF YOU DO NOT QUALIFY IN FULL
- IT Related Tertiary Qualification (Degree or Diploma)
- Project Management Certification
- ITIL V3/V4 (Foundation Experience in Microsoft Office, Excel, Word, Powerpoint, and Outlook)
- Minimum of 7 Years of IT Service Delivery experience
- Ability to prioritise tasks
- Time management and multi-tasking skills with the ability to meet deadlines
- Strong attention to detail
- Critical thinking and problem solving
- Adaptability & ability to tolerate stress
- Must be able to manage a team
- SQL
- C#
- Typescript
- MS PowerBI
Implementation of ITIL Principles and Guidelines.
- Incident Management
- Problem Management
- Change Management
- Release Management
- Deployment Management
Accountable for all Production customers_._
- Accountable for customer review strategy using both NPS and CSAT formats
- Profitability of each Account
- Negotiations on current contracts
- Growth in current space
- Growth in other spaces
- Profitability of each SLA contract
- Monthly Account Review sessions
- Creation of monthly Care Report template for quickest possible TAT
- Quarterly SLA Review sessions
- Deep dive into tickets raised to compile a full report of SLA TAT targets
- Yearly re-negotiation of contracts
- Stability of Production environments
- Personal record of 120 days without a high severity issue across all customers
- Reduced ticket count by 75% within a year
Accountable for all Service Delivery team members.
- Creation and Implementation of Connect Contracts for Support staff to measure KPI targets
- Alignment with the International SFIA framework
- Alignment with expected skills vs salary bracket
- Staff growth and happiness
- Pushing staff to better themselves through learning and upskilling
- Movement of staff between departments if career paths change
- Staff wellness program
- Create a safe and secure work environment
- Staff engagement events and sessions
- Team building events
- Staff skills and capacity
- Skills MATRIX was created to measure current skills vs required skills
- Create various upskilling paths for staff
- Break key person dependency of staff
- Overtime policy and procedures were created to limit the number of overtime hours worked.
-
IT Service Delivery Manager
2 weeks ago
Johannesburg, South Africa Motivity (PTY) Ltd Full time**Overview of the Role**: Our Service Delivery Managers (SDM) are professional technical services managers responsible for co-ordinating the delivery of services into key clients. The SDM plays a vital role in creating long-term healthy client relationships, acting as the bridge between the client and our operational delivery team. The key responsibilities...
-
Service Delivery Manager
1 week ago
Johannesburg, South Africa Motivity (PTY) Ltd Full time**Overview of the Role**: Our Service Delivery Managers (SDM) are professional technical services managers responsible for co-ordinating the delivery of services into key clients. The SDM plays a vital role in creating long-term healthy client relationships, acting as the bridge between the client and our operational delivery team. The key responsibilities...
-
IT Service Delivery Manager
7 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 days ago
Johannesburg, South Africa Genesys Full timeGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...
-
Manager: IT Service Delivery
3 days ago
Johannesburg, South Africa Harambee Youth Employment Accelerator Full time**ABOUT THE ROLE** The IT Service Delivery Manager will oversee the delivery of IT services to the organisation, manage relationships with IT suppliers, and lead an internal IT support team. The goal is to ensure that our IT services align with business needs, are delivered efficiently, and are continually improved. This role is critical in bridging the gap...
-
Service Delivery Manager
7 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
4 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
7 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
2 weeks ago
Johannesburg, South Africa Dimension Data Full timeService 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...
-
Service Delivery Manager
7 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
1 day ago
Johannesburg, South Africa Kontak Recruitment SA Full timeWoodmead, Johannesburg, Gauteng - Information Technology **Service Delivery Manager (JB3325)** Woodmead, Johannesburg R50 - 75 000 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...
-
Service Delivery Manager
7 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
3 days ago
Johannesburg, South Africa BCXP Full timeStructure, Grade & Reporting Job grade/level M6 Business Unit Digital Platform Solutions Department Octane Position reports to Account Manager: Ind Fuel Span of Control 0 Core Description Service Delivery Management Responsible for ensuring that contractual obligations are understood, and that SLAs are aligned Developing and owning the SLA measurement in...
-
Service Delivery Manager
7 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...
-
Service Delivery Manager
7 months ago
Johannesburg, South Africa Giesecke+Devrient Currency Technology South Africa 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
3 days 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...
-
IT Service Delivery Manager
2 weeks ago
Johannesburg, South Africa Dimension Data Full time**Job Description Summary** Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the...
-
Service Delivery Manager
2 weeks ago
Johannesburg, South Africa Nexio Full time**ROLE PURPOSE** Responsible for the overall management, including financial aspects as well as customer satisfaction and service delivery against contracted SLA’s. The span can consist of one or several key outsourced contracts and/or services delivering more than one line of business service to the customer. The individual will need to use their...
-
Service Delivery Manager
2 weeks ago
Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full timeReflex Solutions is looking for a Service Delivery Manager to provide guidance to resolve or properly manage an issue. To ensure the issues are resolved timeously and with as little frustration to the customer as possible it is required that the SDM assist with keeping up the service delivery standards to a high level. Key responsibilities - Assist with...
-
IT Service Delivery Manager
7 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...