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IT Operations and Service Delivery Manager

2 months ago

Johannesburg, Gauteng, South Africa Pro development Group Full time
IT Operations and Service Delivery Manager

We are seeking an experienced IT Operations and Service Delivery Manager to lead our team at Pro Development Group in Johannesburg. This role combines technical expertise, customer service management, and operational efficiency.

Key Responsibilities:

  • Oversee end-to-end service delivery, ensuring timely and efficient resolution of incidents and requests.
  • Collaborate with cross-functional teams to optimize service processes.
  • Monitor SLAs and KPIs, making data-driven decisions to improve service quality.
  • Leverage your Microsoft technical background to guide the team in troubleshooting and resolving complex issues.
  • Stay updated on Microsoft products, services, and best practices.
  • Foster strong client relationships by understanding their needs and expectations.
  • Implement customer-centric strategies to enhance satisfaction and loyalty.
  • Lead and motivate a team of IT professionals.
  • Provide coaching, mentorship, and performance feedback.
  • Collaborate with vendors to ensure seamless service delivery.
  • Participate and drive contract negotiations and manage vendor relationships.
  • Identify areas for efficiency gains and implement process enhancements.
  • Drive continuous improvement initiatives.

Requirements:

  • Bachelor's degree in IT, Computer Science, or related field.
  • Minimum of 5 to 8 years of experience in IT operations, with at least 3 years in a managerial role.
  • Proficiency in Microsoft technologies (Windows Enterprise, Office 365, Azure, SQL etc.).
  • Strong communication, leadership, and problem-solving skills.