Service Delivery Manager

7 months ago

Midrand, South Africa Fourier Recruitment Full time

Monitor, control and support service delivery by following & enforcing relevant processes throughout all service delivery engagements.

Meet contractual obligations through consistent fulfilment of client specific Service Level Agreements (SLAs).

Ensure timeous and accurate booking of time by all productive resources.

Management of complaints and escalations within the framework of the relevant processes.

Remove all obstacles to customer satisfaction and / or financial performance.

Build and maintain effective business relationships with both internal and external customers with the objective of retaining customers and maintaining high customer satisfaction levels.

Produce & communicate service performance reports to an agreed schedule or upon request to internal and external customers.

Attend regular service review meetings with customer & account managers as agreed with account team.

Ensure effective assignment of team members based on skill and customer requirements.

Coordinate knowledge sharing between team members internally and members from other JE teams to ensure continuous learning and development of team members.

Facilitate & encourage knowledge sharing across teams.

Participate in QMS activities to ensure compliance across all service delivery disciplines i.e. Project Handover to Regional Support.

Continuous participation in technical information sessions, ensure that skills and knowledge stay up to date.

Actively participate in knowledge sharing activities to support a culture of continuous learning and development amongst peers and colleagues.

Work performed meets customer expectations and follows appropriate delivery methodologies.

Ensure that if there are internal or external escalations that the escalations happen as quick as possible and with all relevant information.

Provide feedback for the continuous improvement of processes.

Ensure that services provided to customers meet the service levels specified in the SLAs.

Identify opportunities to improve the efficiency and effectiveness of service delivery.

NQF Level 5, minimum 120 credits equates to a National Certificate or Higher Certificate e.g. National Certificate Systems Support or Higher Certificate: Information Technology

ITIL certification

More than 5 years extensive experience in a Technical Management position, Customer Service Management or similar Management experience in the ICT sector.

Sound understanding and experience of project, incident, change, escalation and service management.

Solid understanding and experience of service delivery methodologies, best practices and operations.

Proficient in Microsoft Office.

Excellent planning, execution and reporting skills.

Excellent communication skills in writing and verbal.

Extensive knowledge of ICT sector.

Between 5 - 7 Years

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