Service Delivery Manager

5 months ago

Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

We are looking for a Service Delivery Manager to join our driven and dynamic team. The SDM's role is to ensure that Reflex continuously does more with less without compromising on quality, whilst making our clients adore us, ensuring business growth and retention. As Reflex’s Service Delivery Manager, you will be responsible for managing the day-to-day IT Operations on behalf of the clients you look after, acting in the best interest of the client and Reflex. Your main focus will be to ensure that we exceed our client’s expectations and that we deliver an unrivaled client experience during every single interaction.

**Key responsibilities**:

- Oversee the incidents, problems, changes, and requests pertaining to your client IT operations in line the MSA/ SLA (the various ITIL roles and practices) and manage client expectations.
- Manage and coordinate urgent and complicated support issues and P1 tickets, becoming the incident manager in cases of major outages.
- Act as an escalation point for your clients and the departments.
- Trending recurring issues/ incidents/ alerts. Steer and collaborate to determine root cause of issues and communicate appropriately to internal and external stakeholders and the client.
- Manage process for communicating outage/emergency activities to the organization and to clients.
- Manage vendor relationships as it depends on daily operational needs.
- Review survey feedback (CSAT) to improve services, tools and support experience.
- Keep confidential all client, and company proprietary information.
- Provide data and reporting on SLA and trends to management and the clients ad-hoc, weekly, monthly, and as needed.
- Monitor and manage ticket queue’s is collaboration with the Helpdesk Supervisor and Call Coordinators.
- Work with the Helpdesk Supervisor and Technical Product Maangers to make Service Desk the single source of service delivery channel for the company and the single source of truth.
- Collaborate in terms of the knowledgebase repository in terms of SOPS.
- Manage an effective and workable ITIL framework for managing and improving client support in the organization.
- Advise management and/ or EXCO on situations that may require additional client support or escalation.
- Train, coach, and mentor functional subordinates.
- Manage the standby rosters.
- In collaboration with Call Coordinators, ensure that clients receive timely updates on incidents (dormancy of tickets).
- In collaboration with Call Coordinators, ensure that client incidents that involve vendors are coordinated so that the client receives a consolidated response from Reflex.
- In collaboration with Call Coordinators, ensure that incidents are set to the correct priority, ticket type, status, and are within SLA for response and resolution.
- Maintain accurate contact databases and records for use in client communication.
- Client orientation
- Introducing existing or new clients to our departments and products, helping them to better understand our systems, processes, and people.
- ‘Service Owner’ (Ticket Ownership)
- As ‘Service Owner’, the incumbent is responsible for delivering a particular service support within the agreed service levels and owns all tickets from cradle to grave.
- Typically, he or she acts as the counterpart of the Service Desk Supervisor/ Call-coordinators and BU Manager in any matters related to service levels.
- Must ensure that technical and hierarchical escalations happen timeously and in line with SLA and OLA.
- Manage client expectations & the overall client experience through SLA compliance in incident resolution.
- Drive Communication to ensure clients as well as other escalation points are always informed
- Assist the FCIO in ensuring the client environment and all compliance processes are documented and communicated to Reflex internally as well as to the client.
- Provide Daily/Weekly Reports to client on support issues and ticket management identifying recurring issues and advising the FCIO of risks relating to operational matters.
- The Service Delivery Manager will be responsible to provide the operational team with the correct client information i.e., updated site contact details, VIP Lists, after hours escalation detail, updated 3rd party processes.
- The Service Delivery Manager will also be responsible to require and communicate Route Cause Analyses reports for clients (RCA MI Reports).

**Minimum Requirements**
- Grade 12
- Minimum 2 years’ experience in a Service Delivery Manager role (compulsory)
- Technical IT Experience and Qualification (A+, N+, MCP) (preferred)
- ITIL Qualification (Foundation V3 or v4) (compulsory)
- Good problem-solving, time management and prioritization skills
- Experience in incident management and escalation
- Proficient in English
- Excellent written and verbal communication skills
- Customer-oriented and cool-tempered
- Valid Drivers’ License and own reliable transport
- Able to work under pressure with a sense of u

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