IT Service Delivery Manager

5 months ago


Cape Town, South Africa Pro Tem Full time

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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