IT Service Delivery Manager
5 months ago
The Service Delivery Manager is responsible for the delivery of Cloud MXDR service offering. This includes the following processes, responsibilities, and tasks:
- Day-to-day functional management of the MXDR team and members
- Project management for connecting customers to the Cloud MXDR
- Preparing and monitoring the Cloud MXDR SLA for assigned customers.
- Sending out monthly Security Incident & Change Reports (SICRs) for assigned customers.
- Recurrent meetings with the customers (weekly, monthly, quarterly, or half-yearly) with assigned customers
- General relationship management with the assigned Cloud MXDR customers
- Assessing and managing customer requests (RFCs) for the Cloud MXDR service
- Monitoring Incident Report, Incident Respond and Security Breach processes.
- Acts as an escalation point for the Cloud MXDR service.
- Implementing operational improvements for the Cloud MXDR
- Monitoring the quality of the overall Cloud MXDR service (process-based, human and tooling)
- Spot new opportunities for assigned customers
Continuous build-up and maintenance of the quality of the Cloud MXDR services (staffing, processes and tooling)
- Structure of the Cloud MXDR team in combination with the growth of the client
- Preservation and further development of knowledge
- Keep customer churn as low as possible
- Budgeting and capacity
**Requirements**:
The educational level of a Service Delivery Manager MXDR needs to contain the following:
- Bachelor’s degree or equivalent ability
- Global knowledge of applied ICT Technology
- Knowledge of current development in the IT security field
- Be a conversation partner for existing and new customers
- A minimum of 5 years of experience in a project management function in a complex organization, with an emphasis on Agile/Scrum
- Knowledge/experience in account management and service/delivery management
- AZ-900 - Microsoft Azure Fundamentals
- MS-900 - Microsoft 365 Fundamentals
- SC-900 - Microsoft Security, Compliance, and Identity Fundamentals
**Salary**: R50,000.00 - R55,000.00 per month
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)
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