Service Delivery Manager

3 weeks 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.
- Ensure that the major incident management process is managed and maintained.
- Ensuring that recovery processes and procedures are in place and tested regularly.
- Ensure that SLA reporting and reviews are in place on a regular basis.
- Creating a collaborative, innovative and efficient working culture.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- External:
- Ensure Project Efficiency - Defining and documenting project scope and resource requirements.
- Ensuring that recovery processes and procedures are in place and tested regularly.
- Provide clients with regularly SLA reporting and service reviews.
- Provide options and recommendations on solutions.
- Ensure that communication and feedback on major incidents, problems and changes.

**JOB SUMMARY**:

- Main purpose of position:
- As a growing brand, CipherWave is looking for a Service Delivery Manager. The role involves working across teams to ensure the company is meeting its overall strategic & operational objectives. The role reports directly to the Chief Operating Officer. As the SDM you will be responsible for ensuring Service Delivery KPI’s are met through engagements with the company’s 3rd party suppliers, partners and internal teams.- Responsibilities and duties:
- Act as an intermediary between CipherWave and clients on all delivery & installation queries, expediting where necessary with providers and suppliers.
- Maintain solution delivery relationships from inception to completion of a service.
- Engaging with 3rd party supplies to ensure they are maintaining their Uptime SLA commitments on a monthly / quarterly basis.
- Effective Management and trending of all incidents logged.
- Ensure that SLA’s are clearly understood and communicated to all relevant stakeholders.
- Ensure that effective and proactive communication always takes place to the key stakeholders.
- Develop relationships with key stakeholders.
- Maintaining and ordering of equipment require to meet installation projects.
- Managing the Service Delivery Team and ensuring that monthly customer engagement meetings and service delivery reports are met.
- Monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients’ queries and complaints ensuring that corrective action is taken.
- Encourage clients to take part in the continuous improvement of the products and services supplied.
- Addressing service improvements with internal team or with external providers to ensure the company is meeting is service commitments to our customers.
- Identify opportunities for Service improvements.
- Managing delivery and support of national remote hands team through 3rd party partnerships in order to ensure that resources are available to meet support and installation requirements.
- Handling escalations from any of the internal finance, support, projects or sales team with respect customer service delivery problems and working respective teams to resolve timeously.
- Improving processes with the view to improve the customer engagement model and the customer experience.
- Monthly Reporting to management on Operations debarments performance against set KPI’s.
- Perform monthly forecasting of cost of sales, operational expenditure, and financial projections.
- Assist in the creation and management of a budget for the area of responsibility.
- Assess, manage and monitor financial risks, and identify new opportunities to obtain and save funds.
- People Management.
- Attract - Assist with selecting the right people into the right positions and onboarding 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 Company’s values thereby gaining employee commitment.
- Retain - Ability to motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees.
- Managing both New Service Activation, Service De-activation, Customer lifecycle management through support systems.
- Managing the NOC team’s KPI in alignment to the companies and working with HR continuously keep this updated through the Financial Year.
- Desired skills & experience- ICT / ISP / Telco experience - International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)
- Prince ii / PMBo

  • 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...