Spec: IT Service Delivery

1 day ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting

**Business Unit**: DPS

**Department**: Applications Solutions (SAP CoE) Core Description
Responsible for co-coordinating the delivery of services into BCX - Application Solutions - SAP COE’s customers. Ensure long-term healthy client relationships, acting as the bridge between the client and the SAP COE operational delivery teams. Ensure the highest level of operational service delivery. Ensure services are profitable according to SAP COE expected margins
To manage and control the resources required to deliver the contracted services to clients (Internal & External) by being fully aware of the status of all services provided to the client as well as initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes Key Deliverables / Primary Functions

**Financial Management**:
Accurately verify billings to clients at all times
Intermediate between SAP COE and the client on all billing queries expediting where necessary
Continuously ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted guidance

**Client Relations and Satisfaction**:
Effectively build and maintain good relationships and interactions with clients and SAP COE division and personnel
Continuously 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, when necessary, corrective action is taken by SAP COE or by the client
Service Level Agreements
Develop and negotiate Service Level Agreements (SLA’s) with the client communities based on the required service to be provided by SAP COE guidance
Continuously ensure that the third-party suppliers are managed by the respective SAP COE divisions unless if client specific suppliers are selected and managed by the client self
Service Providers
Be an effective first point of escalation for any issues or problems raised by the client or SAP COE and arbitrate in situations of conflict
Be a successful single point of contact between certain service providers/partners and SAP COE
Continuously ensure proper monitoring of the service provider agreements and initiate actions to keep them aligned levels
Service Delivery Planning and Control
Always ensure that a catalogue of all available services is created and maintained, and that the structure of operational level agreements is fully defined by the mapping of services to users
Take responsibility for command structure and escalation procedures at all times
Service Delivery Management
Expertly advise and influence business clients at management level regarding the delivery, costs, availability and functionality of services and systems. Include capability leads where SME is required
Continuously ensure that operational and service level agreements are aimed at meeting the business needs of the client by providing a value for money service, in terms of standards, quality, efficiency, safety, performance and cost effectiveness
Actively participate in putting together proposals for any new and/or additional “out of scope” services that are required by the client
Constantly establish and communicate a clear understanding of responsibilities and accountability for all delivery teams on an ongoing basis as the client’s business changes
Incident Management
Supervise the SAP COE call environment - Cradle to Grave
Develop and improve processes, procedures and tools to achieve the control required for efficient and effective Incident Management regularly monitoring the incident records
Accurately identify and coordinate major incidents
Effectively investigate and act on Corrective Action Requests (CARs), Over SLA Assessments (OSA’s) Core Functional Skills & Knowledge SAP Tools and Platforms Software Development Life Cycle (SDLC) ISO Processes and Knowledge Service Level Agreement (SLA) Management Business Development Core Behavioural Competencies Persuading and Influencing Relating and Networking Delivering Results & Meeting customer expectations Coping with pressures & setbacks Working with people Culture Match Job Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
5 years relevant experience in a Service Delivery environment, of which at least 2 years should be at management level Certifications SAP certified ITIL 3 or 4 will be advantageous COBIT Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Valid Drivers license Required to travel locally Workplace / Physical Requirements Hybrid Remote Worker Revenue Generating Billable

  • Ops Spec: Service Delivery

    2 months ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery (Temp) Business Unit Operate Department Service Delivery Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Spec: Service Delivery

    7 months ago

    Centurion, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level S5 Business Unit Converged Communications Department Commercial Service Delivery Position reports to Senior Manager: Service Delivery Management Span of Control 0-4 Level of Engagement Interacting with the relevant stakeholders within BCX as well as external. Core Description Responsible for...

  • Spec: Service Delivery

    7 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit CPS Department CPS SM Service Integration Management Reports To Senior Manager: Service Delivery Management Grade S5 Core Description Responsible for co-coordinating the delivery of services into key clients. Ensure long-term healthy client relationships, acting as the bridge between the client and our...

  • Ops Spec: Service Delivery

    3 months ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - Wayne Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Delivery

    3 months ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - (Kennedy) Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Management

    3 months ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - Philip Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Spec: Projects

    1 day ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Converged Communication Department Technology Services Reports to Snr Spec: Software Development Grade/Level S5 Core Description To manage the day-to-day running and delivery of projects with BCX customers within the specified and agreed upon scope, timeframe, budget and quality requirements Key Deliverables...

  • Ops Spec: Service Management

    3 months ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - Gary Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Delivery Management

    7 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Solutions Department Health & Retail Solutions Job grade S6 Core Description Responsible for managing and controlling the resources required to deliver the contracted services to clients, by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the...

  • Spec: Projects

    7 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Operations Department Technology Services Reports to Snr Spec: Software Development Grade/Level S5 Core Description To manage a team of developers responsible for building code for projects. The day-to-day running and Software Delivery of projects with BCX or External customers within the specified and...

  • IT Service Delivery Manager

    7 months ago

    Centurion, South Africa AVBOB Full time

    The IT Service Delivery Manager (SDM) will be responsible for IT service delivery as defined by the ITIL Framework under the guidance of the Manager: ICT Infrastructure, with a primary focus on managing the overall delivery of IT services to AVBOB business or internal stakeholders, focusing on maintaining service level agreements, and ensuring service...

  • Service Delivery Manager

    7 months ago

    Centurion, South Africa Exclusive Networks Full time

    **EXCLUSIVE NETWORKS**|** **Introduction** "Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with...

  • Coordinator: Service Delivery

    4 days ago

    Centurion, South Africa BCXP Full time

    Structure, Grade & Reporting Job grade/level OP1 Business Unit DPS Specialised Solutions Department Octane Position reports to Account Manager: Corporate Span of Control 0 Core Description Responsible for ensuring that relevant services are rendered to the client as per SLA and quality requirements. Performs the role as the customer interface for the...

  • Ops Manager: Service Delivery

    3 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Operate Department Managed Services Cloud Job grade/level M6 Core Description Responsible for managing the Call Centre SLA in accordance with standard processes and procedures, manage problems and identification of SIP’s and CSI’s, P1 and P2 incidents and escalations and proactively identifying and...

  • Snr Spec: Sim

    1 day ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Cloud Platform Solutions Department Service Integration Reports To **Executive**: SIM Grade S4 Core Description Lead the delivery of Service Integration Management in assigned areas, achieving and exceeding all relevant customer service and contractual agreements to achieve BCX strategic and operational...

  • IT Customer Support and Service Delivery Officer

    1 day ago

    Centurion, South Africa CareerfinderZA Full time

    Key Performance Area: - Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed for the optimum delivery of service - Review and optimize processes and procedures - Ensure that delivered services are fit for purpose, carrying out relevant reviews as necessary - Manage the services provided by...

  • IT Service Delivery Director

    3 weeks ago

    Centurion, Gauteng, South Africa Emporium Human Capital Full time

    Emporium Human Capital is looking for an exceptional IT Service Delivery Director to lead our technical operations team.The successful candidate will be responsible for overseeing security maintenance, developing and implementing effective performance management policies, and training new technical staff.Key Responsibilities:Leading a team of technical staff...

  • Snr Spec: Project Management

    1 week ago

    Centurion, South Africa BCXP Full time

    Structure, Grade & Reporting Job Grade / Level S4 Business Unit Cloud Platform Solutions Department Service Management Position reports to Snr Manager: PMO General Span of Control Core Description Manage the day-to-day running and delivery of large/strategic projects with BCX customers within the specified and agreed upon scope, timeframe, budget and quality...

  • Spec: SAP Basis

    7 months ago

    Centurion, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level S5 Business Unit Digital Platform Solutions Department Application Solutions - SAP COE Position reports to Senior Manager: SAP (HCM) Span of Control Core Description Responsible for participating in the scoping and implementation of large and complex SAP HCM Solutions for clients. Ensure that end to end...

  • Deliveries Administrator

    7 months ago

    Centurion, South Africa The Gas Company Full time

    The Gas Company seeks a high energy female, Who can come and join our delivery department. We are looking for an individual with high energy levels, one that prioritises customer service and satisfaction. Each morning check for drivers previous deliveries for any reschedules Check all Route forms and set as paid on system Locate payments done via EFT for...