Service Delivery Manager

5 days ago

Johannesburg North, South Africa DataTech Recruitment Full time

**Responsibilities**

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, resolved and identify trends.
- Responsible for the achievement of contracted SLAs per service
- Provide quality weekly and monthly reports to all relevant stakeholders, externally and internally.
- Present the contract and service management reporting monthly in the respective client forums.
- Regular client interaction regarding service management and SLAs to ensure effective engagement with clients.
- Manage business as usual deployments and business requirements/issues to ensure operational targets are achieved.
- Establish and maintain good business relationships with key stakeholders, internally and externally.
- Engage with customers and resolve issues satisfactorily to ensure the retention of clients through contract renewal.
- Act as the escalation point for the client.
- Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data.
- Monitor environment and recommend/action improvements.
- Develop well formulated service improvement plans (SIPs), guiding what should be done in order to address client improvement requirements.
- Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided as required.
- Provide leadership and control for approved service improvement efforts.
- Identify and match value propositions to the client's needs to show value for the client.
- Develop relationships and communication mechanisms with vendors.
- Chair service / operational meetings internally and externally
- Ensure all SLA are adhered to and be the custodian for all Service Level’s

Operational Effectiveness
- Lead delivery of team based on the SLA, identify and address any areas of concern in outputs.
- Consistently review and analyse standard and quality of team deliverables and implements changes as necessary.
- Pro-actively manage all risks in the environment and ensure appropriate and timeous escalation of risks and issues take place.
- Develop strategy roadmaps using accepted best practices and proactively look for continues improvement opportunities.
- Ensuring the refinement, measurement, execution and effectiveness of internal processes with a focus on quality assurance
- Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk.
- Manage day-to-day deliverables of team on client engagements / projects.
- Proactively identify client service and technical issues and implement resolutions to address these.
- Develop productive working relationships with client teams.
- Ensure all RCA (Root Cause Analysis) documentation is updated.
- the custodian of Quality assurance for operations and service delivery.

Development/Growth of Team
- Day to day leadership, delegation and accountability for the Service Desk Team
- Share expertise and knowledge with team members on an ongoing basis.
- Ensure appropriate competency and capacity level of the teams to support clients.
- Develop good working relationships with key talent in teams.
- Prepare operational staff training and development plans.
- Ensure performance contracts and performance assessments are completed for teams within agreed timeframes.
- Ensure all teams are trained and competencies assessed as per client service requirement.

Project Management
- Work closely with the project manager to ensure the successful completion of projects in terms of costs, timeframes and quality.
- Work closely with the project manager to manage risks of the projects.

**Requirements**:

- National Senior Certificate (Grade 12)
- ITIL V3/4 and Project Management Certifications.
- IT Diploma or degree preferable.
- 7+ years hands-on experience in IT Service Management, Contract Management, Service costing, defining SLA requirements from contracts, building and managing a 24/7/365 service desk operations, and (departmental) budgeting
- 5+ years’ experience in an IT Service Delivery Environment, Project Management experience, managing a service desk, and people management
- Broad understanding of technology services and infrastructural elements
- In depth knowledge of the ITIL framework and oversight of ITIL processes - Incident, problem and change management
- Vendor management experience, in the context of service delivery to clients
- Knowledge and experience in organizational effectiveness and operations management
- Proven ability to manage the administration of operational business
- Build and maintain excellent relationships with colleagues and clients
- Strong people management skills
- Trustworthiness and dependability
- Ability t

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