Service Delivery Manager

3 weeks ago

Centurion, South Africa Express Employment Professionals Full time

Our Service Delivery Managers (SDM) are professional technical services managers responsible for

Co-coordinating the delivery of services to key customers. The SDM plays a vital role in creating long-term healthy customer relationships, acting as the bridge between the customers and our operational delivery teams. The key responsibilities of the SDM are governance across all areas of clients service delivery process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery

**RESPONSIBILITIES**:
**Service Delivery Management**
- Oversee and provide guidance on link delivery process from start to finish (RFQ to ATP).
- Successful service delivery - manage service delivery SLA achievement (Accelerated delivery milestones) and high level of customer satisfaction.
- Remove all obstacles to customer satisfaction and / or financial (delivery) performance.
- Use initiative to solve problems, find solutions and ensure timeous feedback and delivery of services to customers
- Good, clear communication around issues and opportunities - get things done, make things happen.
- Communicating across organizational boundaries - from project managers through to executives.
- Follow up, escalate and take action if service delivery is not meeting customer expectations.
- Working with the customer and operations teams to identify and manage service improvement activities.
- Propose any amendments to improve internal processes.
- Develop and implement processes with customer to ensure effective information flow to speed up delivery timelines.
- Communicate with operations, planning and sales teams and ensure they are aware of any customer related changes and are prepared to adjust and execute.

**Measurables**
- Achieve delivery timelines.
- Successful service delivery of every project
- Customer Satisfaction (CX & CES)
- Resolve customer dissatisfaction.

**Reporting to customer**
- Monitor overall performance of service delivery and timelines to deliver and report internally and to customers.
- Build, maintain, and analyse service reports to address any possible delays before it occurs.
- Distribute service reports weekly to key internal personnel and customers and raise any potential issues.

**Measurables**
- Weekly reports are done on time as per customers’ requirements, accurately and timeously.
- Ensure weekly internal reporting is done on time

**Account Management**
- Build and maintain a personal relationship with key customer staff.
- Collaborate with senior management and key account manager on client account management and growth.
- Look out for client’s and companies long-term interests.

**Measurables**
- Attend INVOCOMS of KAM’s on monthly basis.
- Attend Weekly, Monthly, Quarterly client meetings (dependent on Customer status)
- Develop strong relations to maintain long term engagements between customer and the organization

**Account Administration**
- Handling account delivery administration: following up, uploading of documentation where required on organizations systems and ensure accuracy of required documentation and feedback to speed up delivery.
- Liaise with project managers on day-to-day tasks and update organizations systems with relevant feedback.
- Resolve bottlenecks in the workflow that might affect the programme.

**Measurables**
- Ensure all customer related documentation is loaded accurately on QuickBase (weekly reports sent to SDM’s on outstanding documents).
- Ensure all Link Comment feedback is updated weekly.
- Ensure Voice of the Customer (or any future CRM system) is 100% up to date with latest customer contact details.

**KNOWLEDGE, QUALIFICATIONS, SKILLS & EXPERIENCES**:

- CRM (workflow systems).
- MS Office suite including MS Projects and intermediate Excel skills.
- Diploma in either project management or engineering or Prince 2 certification.
- At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry.
- Account management experience advantageous.
- Proven track record of delivering projects within defined timelines under high pressure.
- Project & programme management: able to manage complex projects including concurrent projects and big client specific programmes.
- Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
- Must be able to partner with other organizations departments and contractors to achieve targets.
- Customer management: tactful, resolute, and committed to providing excellent customer service.
- Ability to deliver technical presentations competently.
- Must be able to interfaces with customer “executive” level management on a regular basis.
- Delivering results: ability to plan and organise self and work to achieve objectives and targets.

**Job Type**: Temporary

Ability to commute/relocate:

- Centurion, Gauteng: Reliably commute

  • IT Service Delivery Manager

    2 weeks 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

    2 weeks ago

    Centurion, Gauteng, South Africa Express Employment Professionals Full time

    Our Service Delivery Managers (SDM) are professional technical services managers responsible forCo-coordinating the delivery of services to key customers. The SDM plays a vital role in creating long-term healthy customer relationships, acting as the bridge between the customers and our operational delivery teams. The key responsibilities of the SDM are...

  • IT Service Delivery Manager

    4 weeks ago

    Centurion, South Africa Pinnacle HR Full time

    **COMPANY OVERVIEW**: BAC-Care specializes in Third-Party Maintenance and Support around datacenter infrastructure (Server, Storage & Networking Equipment) to the most demanding clients in Africa. Our head office is based in Centurion, Gauteng. BAC-Care offers customizable Service Level Agreements, to customers across Africa, ranging from 9x5xNBD to 24x7x4...

  • Service Delivery Manager

    3 weeks 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...

  • IT Service Delivery Manager

    2 weeks ago

    Centurion, Gauteng, South Africa Pinnacle HR Full time

    COMPANY OVERVIEW:BAC-Care specializes in Third-Party Maintenance and Support around datacenter infrastructure (Server, Storage & Networking Equipment) to the most demanding clients in Africa. Our head office is based in Centurion, Gauteng.BAC-Care offers customizable Service Level Agreements, to customers across Africa, ranging from 9x5xNBD to 24x7x4 hour...

  • Service Delivery Manager

    2 weeks ago

    Centurion, Gauteng, 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 the scale...

  • ICT Service Delivery Manager

    2 weeks ago

    Centurion, Gauteng, South Africa Datacentrix (Pty) Ltd Full time

    Managed Talent Solutions is looking for an ICT Service Delivery Manager for one of their client based in Pretoria. 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 the...

  • ICT Service Delivery Manager

    1 week ago

    Centurion, South Africa Datacentrix Full time

    Managed Talent Solutions is looking for an ICT Service Delivery Manager for one of their client based in Pretoria. 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 the...

  • ICT Service Delivery Manager

    2 weeks ago

    Centurion, Gauteng, South Africa Data Centrix Full time

    Minimum Qualification, Knowledge and Experience: Degree in Information Technology or 3 Year National Diploma or equivalent professional qualifications. Leading industry certification in IT Service Delivery Management ITIL v4 Foundation and Intermediate certifications 5 years experience working in a ITIL service delivery environment. 5 years experience...

  • ICT Service Delivery Manager

    7 days ago

    Centurion, South Africa Data Centrix Full time

    Minimum Qualification, Knowledge and Experience:Degree in Information Technology or 3 Year National Diploma or equivalent professional qualifications.Leading industry certification in IT Service Delivery ManagementITIL v4 Foundation and Intermediate certifications5 years experience working in a ITIL service delivery environment.5 years experience managing...

  • ICT Service Delivery Manager

    2 weeks ago

    Centurion, South Africa Adzuna ZA B C2 Full time

    Minimum Qualification, Knowledge and Experience:Degree in Information Technology or 3 Year National Diploma or equivalent professional qualifications.Leading industry certification in IT Service Delivery ManagementITIL v4 Foundation and Intermediate certifications5 years experience working in a ITIL service delivery environment.5 years experience managing...

  • ICT Service Delivery Manager

    2 weeks ago

    Centurion, South Africa Data Centrix Full time

    Minimum Qualification, Knowledge and Experience: Degree in Information Technology or 3 Year National Diploma or equivalent professional qualifications. Leading industry certification in IT Service Delivery Management ITIL v4 Foundation and Intermediate certifications 5 years experience working in a ITIL service delivery environment. 5 years experience...

  • Spec: Service Delivery

    3 weeks 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: IT Service Delivery

    2 weeks ago

    Centurion, Gauteng, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness Unit:DPSDepartment: Applications Solutions (SAP CoE) Core DescriptionResponsible 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....

  • Spec: Service Delivery

    3 weeks 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...

  • Service Delivery Manager

    2 days ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit DPS Octane Department Specialised Solutions Reports to Manager: Service Delivery Grade S6 Core Description The purpose of the job is to provide a well-managed and operational service management environment for BCX Octane to maintain and improve customer satisfaction levels. Key Deliverables / Primary...

  • Ops Spec: Service Delivery Management

    2 weeks ago

    Centurion, Gauteng, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness UnitSolutionsDepartmentHealth & Retail SolutionsJob gradeS6 Core DescriptionResponsible 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 client...

  • Ops Spec: Service Delivery Management

    4 weeks ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness UnitSolutionsDepartmentHealth & Retail SolutionsJob gradeS6 Core DescriptionResponsible 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 client...

  • IT Customer Support and Service Delivery Officer

    2 weeks ago

    Centurion, Gauteng, 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 vendors in...

  • Ops Spec: Service Delivery Management

    4 weeks 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...