Service Delivery
4 weeks ago
**Employment Type**: Full-time
**Key Responsibilities**:
- Establish and maintain constructive relationships between the service provider and customers.
- Identify changes in customer environments and technology trends affecting service provision.
- Articulate business requirements for new services or changes to existing services.
- Mediate conflicting service requirements from different business units.
- Negotiate and document service level agreements (SLAs) with customers.
- Assist in maintaining an accurate service portfolio and catalogue.
- Ensure alignment of underpinning contracts with SLA targets.
- Produce service level reports and conduct service performance reviews with customers.
- Act on improvement initiatives identified in service reviews.
- Manage customer complaints, escalation, and resolution.
- Measure, record, analyze, and improve customer satisfaction.
- Manage the production of required project deliverables.
- Plan, monitor, and execute projects.
- Engage with executive and cross-company stakeholders.
- Develop and track business cases and benefits.
- Shape and manage the delivery of strategic initiatives.
- Manage risks, issues, and constraints, offering alternatives where possible.
- Collaborate with key stakeholders, change managers, business analysts, BI developers, and integration areas.
**Requirements**:
- Matric/Senior Certificate.
- IT Related Tertiary Qualification (Degree or Diploma).
- Project Management Certification.
- ITIL V3/V4 (Foundation).
- Minimum 5 years of IT service delivery management experience.
- Minimum 2 years of project management and service management experience.
**Knowledge and Skills**:
- Strong IT service delivery management skills.
- Project management expertise.
- Continuous service improvement knowledge.
- Resource and capacity management capabilities.
- Operations management experience.
- Escalation management and resolution skills.
- Ability to identify new business opportunities.
- Third-party management skills.
- Strong problem-solving abilities.
**Competencies**:
- Excellent communication skills (verbal and written).
- Financial acumen.
- Influencing skills.
- Leadership capabilities.
- Decision-making skills.
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