Service Delivery Manager

2 weeks ago

Johannesburg, South Africa TotalEnergies Full time

**Pays**

Afrique du Sud

**Lieu**

South Africa

**Lieu de travail**

JOHANNESBURG(ZAF)

**Société employeur**

TotalEnergies Marketing South Africa (Pty) Ltd

**Domaine**

Systèmes d'Information

**Type de contrat**

CDI

**Expérience**

Minimum 6 ans
As a Service Delivery Manager you will possess the following:

Relevant degree or diploma in IT or management
3 years’ experience in the IT industry with at least 3 years in a management role
Broad knowledge of technical environment e.g. Microsoft, printers, LAN, WAN, PC hardware, logging tools
Detailed knowledge/certification in IT best practice principles (ITIL)
Working knowledge of the company’s operations and structure

- Key competencies include highly structured and motivated individual, excellent communication and interpersonal skills, ability to plan and organise time, self and others in order to achieve objectives and targets, strong ability to work under pressure, good problem solving/analytical ability, customer service focus
English is the working language.

**Activités**
As a Service Delivery Manager you will be responsible for the following activities:

Service Delivery Management
- Route incidents and service requests logged with group support desk/logging tools, to Proximity Support agents
- Supervise / prioritize incidents assigned to Proximity Support agents to ensure SLA’s are met
- Monitor all incidents & service requests logged across local support groups e.g Operations, WAN, Server, etc.
- To manage Incident and User Request and understanding the Business impacts
- To be the first point of contact for incidents and service request call escalations
- To make use of the escalation channels that exist to assist with problem situations and to carry out eescalation management for all IS incidents and requests on behalf of the users pro-actively
- To ensure all assets are procured, managed and controlled effectively (including asset disposal), using the relevant processes and ticket logging facilities to do so.
- Overseeing all assets are accurately registered, recorded and status updated accordingly as per the given asset movement process
- Ensure lost or stolen assets are processed as per prescribed process.
- Ensure monthly stock count is executed and final report sent to Country IT Shared Services Manager for approval.
- Ensures IT asset audits are done.
- To ensure the encoding of users multi-pass cards
- Oversee and Manage key functions in the support environment - i.e., AD, mailbox management, as required.
- To monitor the Support Centre outsource contract/s or Support Centre internal staff to ensure operational and cost efficiencies and quality of service according to contractual SLA’s is maintained
- To produce weekly and KPI reporting on incidents and support team performance. - Example: Meeting SLA’s
- To analyse KPI reporting and do analysis on a monthly basis ensuring continuous improvement and definition and adherence to SLA’s
- To identify recurring problem areas inhibiting business IT users operational performance and ensuring proper resolution by driving solution identification and implementation

People/Relationship Management
- To ensure strong relationships and understanding of environment, pressures and incidents impacting both the team and the user base as a whole
- Regularly meets with management, group contacts and suppliers to ensure good understanding of context and support requirements of the environment
- Manage relationship with TotalEnergies Group Support Desk and Service Request teams
- To generally develop and maintain strong relationships with TSA employees and management (Group and local), suppliers and other key stakeholders as applicable, and ensures that good communication lines are open
- To communicate effectively, until closure, when issues/problems/incidents affect a group of users or trends have been identified
- Regular meetings with Group Support Desk coordinator with the view of building strong relationship and work on improving service delivery to users
- Carry out User satisfaction surveys
- Facilitation and communication between the teams in order to ensure effective delivery, reporting and effective stakeholder management
- To manage, optimize and ensure the appropriate utilization of resources whilst maintaining cost-effective services, including maintenance of the environment
- To ensure succession plan is in place for direct reports, and update job descriptions at least every 2 years
- To manage the sub-contractor suppliers and specific sub-contractors as defined
- To work well with the sub-contractor suppliers and specific sub-contracts to ensure good understanding, support of the environment and alignment to agreed SLA’s required
- To appropriately negotiate with suppliers for the services required (solution, costs, problem resolution)
- To co-ordinate the team work, effectively control the output and ensure effective delivery and communication with business and extended

  • IT Service Delivery Manager

    7 days 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...

  • IT Service Delivery Manager

    4 weeks ago

    Johannesburg, South Africa Tipp Focus Full time

    THE JOB AT A GLANCESenior 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 QueriesIdentify problems requiring...

  • Manager: IT Service Delivery

    4 weeks ago

    Johannesburg, South Africa On Line Personnel Full time

    Full Time - Johannesburg - Posted 5 hours ago Job Position: Manager: IT Service Delivery Ref: 4485 Location: Johannesburg (Randburg) **Salary**: R60 000 to R85 000 per month commensurate with qualification and experience Qualifications / Requirements: - Bachelor’s Degree or equivalent IT qualification or Diploma - ITIL - CobIT - Minimum 9+ years...

  • Service Delivery Manager

    6 days ago

    Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

    Service management is a customer facing function that refers to the entirety of activities, directed by policies, organised, and structured in processes and supporting procedures that are performed by Reflex Solutions to design, plan, deliver, operate, and control technology services offered to our customers. Service Management embodies the core of service...

  • Service Delivery Manager

    2 weeks ago

    Johannesburg, South Africa Network Contracting Full time

    **Minimum Desired Qualifications** - National Senior Certificate (Grade 12) - ITIL V3/4 and Project Management Certifications. - IT Diploma or degree preferable. **Minimum Desired Experience** - 7+ years hands-on experience in IT Service Management. - 5+ years experience in an IT Service Delivery Environment - 5+ years Project Management experience - 5+ in...

  • Senior Service Delivery Manager

    7 days ago

    Johannesburg, South Africa Prorek Solutions Full time

    Act as the primary interface managing the services relationship for the client - Perform client-facing service activation activities - Operations performance, including: - Service Improvement Plans - Establish, monitor, and report Service Delivery Reports - Escalation management and Reporting - Meeting Management with Clients - Major Incidents - Scrutinize...

  • IT Services Delivery Manager/ Head of Managed Services

    4 weeks ago

    Johannesburg, South Africa IT Ridge Technologies Full time

    The IT Services Delivery Manager will take overall responsibility for the delivery of third and fourth line software support including the management of the full Software Development Lifecycle for support applications.Main Responsibilities:Plan, design and guide the support operations strategically and manage the client experience as it relates to the...

  • Service Delivery Manager

    4 weeks ago

    Johannesburg, South Africa Fourier Recruitment Full time

    Responsible for the overall performance on all SLA clients. Such a person should understand the agreed SLA and the groups responsible for delivering against the SLA’s. In all instances where an incident exceeds SLA criteria, is responsible for Root Cause Analysis and to rectify shortcomings in any process or procedure Studies the incident statistics and...

  • Service Delivery Manager for Regional/global

    5 days ago

    Johannesburg, South Africa Hewlett Packard Full time

    The Service Delivery Manager manages the contractual service deliverables for our large and strategic accounts. The portfolio may include customized (Device as a service) and/or elevated priority services. You will be responsible to coordinate internal and external teams local/regional or global to ensure the service is at the right level and we meet our...

  • Delivery Manager

    4 weeks ago

    Johannesburg, South Africa People Source Full time

    Ensure clients receive an exceptional experience, high quality service through managing the complex logistics surrounding delivery of services while ensuring projects are delivered on time and within budget. Build and maintain strong client relationships, manage expectations, schedule project delivery, and manage feedback. Jhb based.

  • Client Delivery Manager

    4 weeks ago

    Johannesburg, South Africa Dimension Data Full time

    **Job Profile Summary** Responsible for high-level relationship management with clients. Serves as the primary management contact and 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...

  • Delivery Manager

    5 days ago

    Johannesburg, South Africa Nedbank Full time

    **Requisition Details & Talent Acquisition Consultant** - REQ 124710 Thembi Mtshali- Job Family- Information Technology - Career Stream- It Application Development - Leadership Pipeline- Manage Managers - FAIS Affected**Job Purpose** - To manage (end to end) the strategy; planning; organising; negotiating; staffing directing and controlling of all aspects of...

  • Delivery Manager

    3 days ago

    Johannesburg, South Africa Intellinexus Full time

    **Who are we?** **What do we offer?** - We offer both remote and hybrid work opportunities. - Intellinexus is an SME, therefore you get a lot of exposure to different technologies, solutions and techniques during projects. - Intellinexus supports career development and growth of its employees, therefore time and money is invested to grow their consultants...

  • Service Delivery Payroll Manager

    4 weeks ago

    Johannesburg, South Africa Rio Tinto Full time

    **Service Delivery Payroll Manager** - Be part of a group that is safety driven and values inclusion - Opportunity to work in a world class organisation - Exposure to global operations, processes and stakeholders - Role based in London or South Africa **About the role** **Finding better ways to provide the materials the world needs.** We are looking for a...

  • Production Delivery Manager

    4 weeks ago

    Johannesburg, South Africa Nedbank Full time

    **Requisition Details & Talent Acquisition Contact** - 131165 - Busi Radebe- Job Post End Date: 29 January 2024- Job Family- Information Technology - Career Stream- IT Application Development- Leadership Pipeline- Manage Managers **Job Purpose** - The Production Delivery Manager will oversee the strategic development and execution of campaigns and digital...

  • Delivery Assistant

    3 days ago

    Johannesburg, South Africa KGARUDI HOLDINGS Full time

    SUMMARY : Driver Assistant JOB DESCRIPTION : We are looking to hire a highly efficient Driver Helper to assist company drivers with all deliveries. Driver Helper Responsibilities : - Loading and unloading company products. - Assisting drivers to find delivery locations. - Compiling accurate delivery records and reports. - Reporting all delivery-related...

  • Delivery Manager

    4 weeks ago

    Johannesburg, South Africa Nedbank Full time

    **JOB ID** - Req: 122755**Job Family** - Information Technology **Career Stream** - It Application Development **Leadership Pipeline** - Manage Managers **Job Purpose** - To manage (end to end) the strategy; planning; organising; negotiating; staffing directing and controlling of all aspects of projects or programmes for a portfolio in ensuring the...

  • Manager Engagement Delivery

    4 weeks ago

    Johannesburg, South Africa BankservAfrica Full time

    This details all the information about the job posting. - Share this job as a link in your status update to LinkedIn. **Do you see a future that includes more?** **More exposure to innovative technologies, more personal growth, more experience?** **Look at the position we have available and see how, together we can shape your future, so that you can give...

  • Technical Delivery Manager

    4 weeks ago

    Johannesburg, South Africa Telebest Full time

    Our client has an opportunity available for a Technical Delivery Manager based in Selby.Requirements:5 years’ experience in;Leading the technical project delivery of complex enterprise application systems, distributed applications, web applications, and system integration solutions.Using SDLC multiple development methodologies such as Agile, Waterfall,...

  • People Delivery Assistant

    5 days ago

    Johannesburg, South Africa Shoprite Group Full time

    Closing Date 2024/02/23 - Reference Number SHO240216-7 - Job Title People Delivery Assistant - Job Type Permanent - Location - Country South Africa - Location - Province Gauteng - Location - Town or City Edenvale, Johannesburg - Purpose of the Job The purpose of the People Delivery Assistant role is to provide support to the specific People function...