Service Delivery Manager

3 weeks ago

Midrand, South Africa Nexio Full time

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.

At Nexio, we have identified five major reasons why our people want to work for us:

- They get rewarded for their efforts
- They have opportunity to work with high energy team
- They form part of the Vodacom/Vodafone Group
- There are opportunities to grow their careers
- They build trust and Lead with a competitive culture

The Service Delivery Manager (SDM) is responsible for service delivery management, contract management, and commercialization of Nexio customer contracts and service level agreements (SLA). Key elements of the role are to take accountability for managing customer experience, mitigating commercial and financial risk for Nexio and overseeing delivery into the client. The SDM must ensure that service levels are appropriately managed, and that regular reporting is provided to the client. The SDM must also oversee the output of internal operational teams to ensure that Nexio services are delivered in a well co-ordinated, professional manner that exceeds client expectations and enhances the client experience.

**ROLE REQUIREMENT**
- To serve as the single service interface into Nexio and the client.
- To be the first point of escalation for the client on matters relating to service delivery;
- To identify, analyse and mitigate contractual risk and concerns for Nexio and consult the GM: Services on such, where appropriate;
- To oversee all service delivery matter in line with contractual obligations;
- Understand and be accountable for the contract life cycle by:

- Implementing and maintaining the commercial model for the contract in manner that maximises Nexio’s financial returns whilst reducing commercial risk;
- Provide input into, and take ownership of, the overall contract with the client from negotiations through to termination/ renewal; and
- Manage the contract throughout its lifecycle in a matter that mitigates contractual risk and exposure for Nexio;
- Co-ordinate all billing and invoicing in line with the contractual terms;
- Develop and maintain functional relationships between all Nexio delivery units and external business partners; and
- Manage audit readiness relative to contract scope and requirements;
- Participate in audit compliance reviews and take remedial action appropriately;
- Third Party Management:

- Ensure that appropriate contracts are in place with all 3rd parties to protect Nexio’s financial, reputation and other interests;
- Implement and take ownership of Operational Level Agreements (OLA’s)/ SLA’s and Underpinning Contract (UC) management, tracking, measurement and reporting
- Ensure the services delivered aligns to the contracted scope of services;
- Manage quality of service delivered into the client;
- Take ownership of the Service Level Agreement (SLA) of the contract by:

- Taking the lead in negotiating feasible and achievable service level metrics for Nexio;
- Tracking operational delivery and managing it in a manner that ensures achievement of the SLA;
- Preparing and presenting regular (minimum monthly) service level reporting into the client in line with the client’s expectations and contractual obligations;
- Strive to exceed SLAs if there are no additional cost implications;
- Analyse SLA compliance and identify areas of continuous service improvement;
- Third Parties:

- Oversee the management of any 3rd parties in line with the respective contracts, SLA’s and OLA’s;
- Compile, validate, present of weekly operational service reviews;
- Compile, validate, present of monthly SLA reports for client reviews; and
- Compile, validate, present monthly SLA reports for interna
- Compile, validate, present monthly SLA reports for internal management reviews.
- acilitate problem resolution and presentation of documented Root Cause Analysis of all failed tickets within 48 hours of failure;
- Guide and manage the troubleshooting and resolution of technical issues;
- Proactively manage the service into the client environment;
- Take ownership of management of capacity and availability of spares, hot swop equipment and other resources into the clients’ environment;
- Develop, document and maintain

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