IT Service Delivery Manager

3 weeks ago


Cape Town, South Africa Teleperformance South Africa Full time

**About the Role**

The IT Service Delivery Manager (IT SDM) works directly with the Teleperformance client base and owns the overall IT relationship between the client’s IT department and Teleperformance. In most cases these are Teleperformance’s largest and most complex clients. IT SDM is the main point of contact and advocate for the client and their IT initiatives inside Teleperformance.

Our IT SDMs are established and practiced client management professionals who are tasked to exceed customer expectations through increased communication, process and technology improvement, delivery of customised solutions, environment analysis, and solving complex problems. The IT SDM works directly with the IT Infrastructure teams and IT Executive Management to gain sponsorship for their initiatives, elimination of red tape, and exceeding client goals.

Soft skills include account management expertise, communication, team work, collaboration, leadership, adaptability, and conflict resolution.

**Key responsibilities and duties**
- Develop and maintain a strong relationship with assigned client(s) and understanding of industry vertical
- Support Client Services by attending Monthly Business Reviews (MBR), as required to cover any IT related items
- Gain a thorough understanding of the client’s IT environment and future initiatives.
- Drive overall client satisfaction, improve and maintain high IT KSAT score
- Some Project Management of new Client Lines of Business (LOB), and then taking them into Business as Usual (BAU)
- Participate and address production affecting outages specific to assigned client(s)
- Own relationship with Service Desk Team, to improve performance, meeting Service Level Agreement (SLA), First Contact Resolution (FCR) and Major Incident Management (MIM)
- Problem Incident Management and escalation point of contact.
- Participate in Operational Resilience Planning, testing and delivery
- Adherence to process and process improvement identification and implementation
- Involvement in Local and Global IT Digital Transformation Projects
- Help to feed into and improve IT Value chain KPI’s
- Helping to make IT more proactive rather than reactive.
- Helping to identify, drive and implement improvement ideas from within IT.
- Helping to make IT easier to deal with.

**Highly Desired**
- IT Project Management background
- Digital transformation
- Demonstrated technical problem solving proficiency
- Excellent customer service and communication skills, both verbal and written
- The ability to multi-task and work under stress to meet deadlines
- Detail oriented with strong organizational skills
- Experience with managing timelines, resources, and tasks
- Proficiency in Microsoft Office Applications
- Presentation skills
- Must be able to work Monday through Friday primarily between the hours of 9:00am to 5:00pm (GMT)
- Must be flexible to accommodate after-hour projects and on-call work when needed

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)


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