Service Delivery Manager

2 weeks ago

Pinelands, South Africa Digital Generation Full time

Requirements

Overall, a successful Service Delivery Manager should possess a combination of technical expertise, managerial skills, and industry knowledge, along with a customer-centric approach and a commitment to continuous improvement.
- Previous experience in IT service management, project management, or a related field is essential.
- Typically, SDM roles require several years of experience in managing service delivery operations, client relationships, and teams.
- Experience in specific industries or sectors relevant to the employer's business can be advantageous.
- ITIL (Information Technology Infrastructure Library) certification is highly valuable for SDM roles, as it provides a framework for IT service management best practices.
- Project management certifications such as PMP (Project Management Professional) or PRINCE2 can also be beneficial.
- Certifications in specific technologies or platforms relevant to the employer's business may be required or preferred.
- Proficiency in IT service management tools and software such as ServiceNow, Remedy, or Jira.
- Knowledge of ITIL processes and frameworks, including incident management, change management, problem management, and service desk operations.
- Understanding of cloud computing, networking, cybersecurity, and other relevant technologies.
- Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve goals.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with clients, team members, and stakeholders.
- Problem-solving and decision-making abilities, with a focus on driving continuous improvement and finding solutions to complex issues.
- Customer-oriented mindset, with a commitment to delivering high-quality services and ensuring client satisfaction.
- Time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Familiarity with the specific industry or sector in which the employer operates can be beneficial, as it allows the SDM to better understand client needs, challenges, and trends.

*
**Responsibilities**
- Building and maintaining strong relationships with clients, understanding their needs, and ensuring that the services provided align with their requirements.
- Overseeing SLAs to ensure that service delivery meets agreed-upon standards, including response times, resolution times, and quality benchmarks.
- Leading a team of service delivery professionals, including support staff, engineers, and technicians. This involves assigning tasks, setting goals, providing feedback, and ensuring adequate training and development.
- Allocating resources efficiently to meet client demands while optimizing costs and maintaining service quality.
- Monitoring key performance indicators (KPIs) related to service delivery, analyzing trends, and preparing regular reports for stakeholders.
- Addressing escalated issues and conflicts to ensure timely resolution and client satisfaction.
- Identifying opportunities for process improvements, automation, and efficiency gains to enhance service delivery effectiveness.
- Assessing and mitigating risks related to service delivery, including security, compliance, and operational risks.
- Managing relationships with third-party vendors and partners involved in service delivery, ensuring alignment with client needs and standards.
- Collaborating with finance teams to develop and manage budgets for service delivery operations, including forecasting and cost optimization efforts.
- Implementing quality assurance processes to maintain high standards of service delivery, including regular audits and performance reviews.
- Facilitating smooth transitions for changes in service delivery processes, technologies, or personnel.
- Maintaining clear and proactive communication with clients, internal teams, and stakeholders to ensure transparency and alignment of expectations.
- Providing guidance and expertise to clients on industry best practices, emerging technologies, and opportunities for innovation in service delivery.

Overall, the role of a Service Delivery Manager is dynamic and multifaceted, requiring strong leadership, communication, and problem-solving skills to effectively manage client relationships and ensure the successful delivery of services.

Pay: R25 000,00 - R30 000,00 per month

**Education**:

- High School (matric) (preferred)

Application Deadline: 2024/04/30
Expected Start Date: 2024/05/01

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