Service Delivery Manager

3 days ago

Cape Town, South Africa Pragma Full time

**Job Advert Summary**:
The Service Delivery Manager (SDM) for On Key Software Solutions is responsible for managing both the technical hosting environment and the product support desk, ensuring seamless service delivery, high availability, and client satisfaction. This role requires a balanced focus on overseeing infrastructure stability, performance, and security, while also managing the support desk team to deliver prompt and effective customer support. The SDM is the primary point of contact for escalations, leads incident management, and drives continuous improvement initiatives across hosting operations and customer support processes. Collaboration with cross-functional teams, including DevOps, product, and customer success, is essential to optimize service performance, enhance customer experience, and support the company's growth.

**Minimum Requirements**:
**Minimum Experience**:

- 5+ years of experience in service delivery, technical operations, or support management within a SaaS or tech environment
- 3+ years in hosting or infrastructure management, with a strong understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and DevOps practices
- 2+ years in managing customer support or service desk teams, ideally within a technical or SaaS environment
- Experience with incident and problem management, including root cause analysis, in both hosting and customer support contexts
- Background in customer success or client relationship management is beneficial, ensuring a customer-centric approach

**Technical Requirements**:

- Proficiency in cloud hosting environments (AWS, Azure, or Google Cloud) and familiarity with infrastructure-as-code tools (e.g., Terraform, Ansible)
- Understanding of network infrastructure, security, and compliance requirements, particularly within SaaS environments
- Experience with monitoring tools and incident management systems (e.g., PRTG, Zabix, Datadog, PagerDuty)
- Knowledge of DevOps practices and CI/CD pipelines, along with an understanding of automation tools and scripts
- Familiarity with ITIL principles and best practices in service delivery and support management

**Soft Skills**:

- Strong leadership and team management abilities, with experience in building and mentoring support teams
- Excellent communication and interpersonal skills to collaborate across departments and with external clients
- Problem-solving and decision-making skills, with a focus on proactive issue resolution and continuous improvement
- Customer-focused mindset, ensuring a high standard of service and responsiveness to client needs
- Project management skills to coordinate tasks across technical and support functions effectively
- Willingness to gain strong On Key skills

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- ITIL certification is highly preferred, as it demonstrates knowledge of IT service management best practices
- Certifications in cloud technologies (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are advantageous
- Relevant certifications in DevOps or Agile methodologies can be beneficial for managing technical processes

**Duties & Responsibilities**:
**_ Hosting Environment Management_**
- Oversee the SaaS platform's hosting environment to ensure high availability, performance, and security
- Collaborate with DevOps and infrastructure teams for maintenance, upgrades, and resource scaling
- Ensure compliance with backup, disaster recovery, and failover protocols, minimizing risk to service continuity

**_Product Support Desk Management_**
- Manage the support desk team, ensuring prompt, effective, and customer-centric service for technical issues
- Develop and enforce SLAs and KPIs for response times, resolution times, and customer satisfaction
- Maintain a knowledge base and support documentation, ensuring the support team is well-equipped to resolve issues quickly

**_Incident and Problem Management_**
- Act as the escalation point for both hosting and product support issues, managing major incidents end-to-end
- Lead root cause analysis for recurring issues, ensuring that corrective actions prevent future incidents
- Establish clear incident response protocols, coordinating between support and technical teams to resolve issues

**_System Monitoring and Performance Optimization_**
- Regularly assess performance metrics, such as system load, response times, and latency, to identify improvement areas
- Work with infrastructure and DevOps teams to ensure hosting resources align with peak demand and scalability requirements

**_Customer Support and Satisfaction_**
- Foster a customer-centric culture within the support desk, focusing on delivering an excellent customer experience
- Regularly gather feedback from customers on service satisfaction and areas for improvement
- Develop training programs for the support team to continuously enhance pr

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