Service Delivery Manager

7 days 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 initiative to drive innovation and service improvement and identify potential opportunities within the customer/s.

**KEY ACTIVITIES**
- Single service interface and point of escalation for the customer/s
- Single service interface and point of escalation between the respective delivery entities associated with the contract management span
- Identify and analyse contract delivery issues and convey to Service Management
- Participate in audit compliance reviews and action appropriately
- Understand the contract life cycle
- SLA preparation and evaluation
- Manage audit readiness relative to contract requirements
- Prepare and participate in contract renewals and/or extentions
- Develop and maintain functional relationships between all Nexio delivery units and external business partners
- OLA (Operational Level Agreement) and UC (Underpinning Contract) negotiation, set-up and measurement
- Profitability and budget/forecast management associated with respective contracts
- Ensure the scope of service equals services delivered
- Manage quality of services delivered
- Ensure SLA’s are met and exceeded at no additional cost
- Analyse SLA measurements
- Third Party Management
- Compilation, validation, presentation of monthly SLA reports and Business Reviews
- Facilitate problem resolution
- Guide and manage the troubleshooting and resolution of technical issues specific to this environment.
- Manage escalation process with customer and delivery entities
- Own the development and management of Service Improvement Plans
- Manage implementation of Service Improvement Plans
- Identify & Manage implementation of continuous improvement opportunity
- Own and manage Customer satisfaction
- Customer Satisfaction measurement and overall improvement
- Attract - Assist with selecting the right people into the right positions and on-boarding them into the team and organisation
- Develop - Effectively clarifying performance expectations, demonstrate ‘credible’ commitment to employee development and understand the requirements of coaching
- Engage - Ability to communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Nexio values thereby gaining employee commitment

Additional Information:

- Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in own area within the organization
- Interprets internal or external business issues and recommends best practices. Provides guidance to more junior levels of staff
- Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
- Able to be a “big picture” thinker
- Excellent leadership, team building, and management skills
- Encouraging to team and staff; able to mentor and lead
- Excellent verbal and written communication skills
- Able to align multiple strategies and ideas
- Confident in producing and presenting work

**TECHNICAL / PROFESSIONAL COMPETENCIES**
- Work closely with the Customer CIO or IT Director to understand strategic initiatives that impact on the alliance.
- Align the customer strategy with technology and Nexio services and drive this through project implementation to enhance customer value add around service and service delivery
- Working closely with the Delivery Team.
- Inter-link between the Account Sales, Pre-sales and Delivery Teams
- Identify new business opportunities and retain existing business revenue
- Assist with preparation and negotiation of any contractual changes
- Ensuring that teams are staffed according to requirements and attract / retain key talent

**QUALIFICATIONS & EXPERIENCE**
- Minimum Grade 12
- ITIL Foundation experience
- IT related degree or related qualification from a tertiary institution preferred
- 7+ years of customer interaction in a technical, services, or contract leadership role
- 7+ years Enterprise Applications/Systems experience
- 7+ years Computer Infrastructure background

**LEADERSHIP COMPETENCY REQUIREMENTS
- People management skills
- Good customer relationship skills
- Dedicated personality with a sense of urgency
- Process driven personality
- Ability to meet deadlines - and work under pressure
- Attention to detail and a passion for quality
- Good communication skills required - written & verbal
- High energy levels and commitment required
- Must have a strong drive to work in a team
- Ability to handle conflict and to resolve problems
- “Can Do” attitude

  • IT Services Delivery Manager

    2 weeks ago

    Johannesburg, South Africa Carlysle Human Capital Full time

    Able to coach and develop team members in implementing service management standards and processes. - ** 5+ years' experience of managing Software Service Delivery teams**: - Experience of pragmatic implementation of the ITIL framework in a similar sized organisation - Software Development Project Management - Evidence of a strong technical experience in...

  • IT Services Delivery Manager

    2 weeks ago

    Johannesburg, South Africa Carlysle Full time

    **Gauteng**, JHB - Eastern Suburbs** **Monthly Basic Salary (Market related, Negotiable)** ***: ***: - **Able to coach and develop team members in implementing service management standards and processes.** ***: - **5+ years' experience of managing Software Service Delivery teams** ***: - **Experience of pragmatic implementation of the ITIL framework in...

  • Manager: Service Delivery

    1 week ago

    Johannesburg, South Africa BCXP Full time

    Structure, Grade & Reporting Job grade/level M5 Business Unit Digital Platform Solutions Department Octane Position reports to Managing Executive Span of Control 0 Core Description To manage and control the resources required to deliver the contracted services to internal clients, by being fully aware of the status of all services provided to the client....

  • IT Service Delivery Manager

    2 weeks ago

    Johannesburg, South Africa Hollard Recruitment Full time

    **Job Advert Summary**: He11o... Hollard Group IT Services is looking for an experienced and passionate Service Manager to join the team. The successful incumbent will have the opportunity to work in an exciting environment with a fresh challenge to implement an IT service model and ITSM solution. The successful incumbent will also assume responsibility for...

  • Service Delivery Manager

    1 week ago

    Johannesburg, South Africa CipherWave Full time

    **JOB PROFILE**: - Job Title: - Service Delivery Manager- Division: - Support- Sub Division: - 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

    1 week ago

    Johannesburg, South Africa NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** A...

  • IT Service Delivery Manager

    5 days ago

    Johannesburg, Gauteng, South Africa Edge Executive Search Full time

    Role OverviewWe are seeking an experienced IT Service Delivery Manager to join our team at Edge Executive Search. As a key member of our technical consulting division, you will be responsible for managing the delivery of IT services to our clients, ensuring that they receive high-quality service and support.Key ResponsibilitiesManage the delivery of IT...

  • Manager: IT Service Delivery

    2 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...

  • IT Service Delivery Manager

    1 week ago

    Johannesburg, South Africa H2R Africa Full time

    **PLEASE NOTE THIS IS IN THE INTERIM A CONTRACT POSITION WITH THE POSSIBILITY OF BECOMING A PERMANENT POSITION TO THE SUITABLE CANDIDATE. PLEASE ONLY APPLY IF YOU QUALIFY** **Qualifications, Skills, and Experience** - ITIL V3/4 and Project Management Certifications. - IT Diploma or degree preferable. - Minimum of 10 years experience in IT including Cloud...

  • Service Delivery Manager

    7 days ago

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

    Reflex 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

    1 week ago

    Johannesburg, South Africa FirstRand Full time

    Job 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...

  • Service Delivery Manager

    4 weeks ago

    Johannesburg, Gauteng, South Africa ADvTECH Full time

    Job title : Service Delivery ManagerJob Location : Gauteng, JohannesburgDeadline : March 27, 2025Quick Recommended LinksJobs by Location Job by industries Overall Purpose of the Job: The ICT Service Delivery Manager (SDM) oversees a number of key functions within the ICT department that enable the delivery of a high quality service to end users, and to...

  • Service Delivery Manager

    1 day ago

    Johannesburg, Gauteng, South Africa Fusion Personnel Full time

    Fusion Personnel is seeking a highly skilled Service Delivery Manager to oversee workshop operations.About the Role :The ideal candidate will have extensive experience in managing workshop operations, with a strong focus on customer satisfaction.Key Responsibilities :Develop and implement strategies to improve customer satisfactionMonitor and analyze...

  • Service Delivery Manager

    1 week ago

    Johannesburg, South Africa Tradam Solutions Full time

    Delivery tasks: Customer Perspective - Act as an escalation point to facilitate any incident or request-related issues for our users and customers. - Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk. - Maintain the Operational databases. - Track tickets raised, and resolve and...

  • Service Delivery Management

    2 weeks ago

    Johannesburg, South Africa NTT Ltd. Full time

    NTT 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...

  • 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...

  • Cbs Service Delivery Manager

    1 week 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. -...

  • Senior Service Delivery Manager

    3 weeks 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...

  • Senior Manager: Service Delivery

    3 weeks ago

    Johannesburg, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...

  • Service Delivery Manager

    3 weeks ago

    Johannesburg, South Africa Praesignis (Pty) Ltd Full time

    **Requirements**: - Project Management Degree/Advance Diploma and relevant Certificates or Relevant Experience - Matric and ITIL Compulsory - Drivers license and own vehicle Compulsory - 4 years experience in Service Delivery or Project Management compulsory - Computer Literacy MS Office, MS Projects and Visio - An independent thinker to manage creatively...