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IT Service Delivery Manager

1 week ago

Pinetown, KwaZulu-Natal, South Africa Ignition Group Full time
Job Overview

The Ignition Group is seeking a highly skilled IT Service Delivery Manager to join our team. In this role, you will be responsible for ensuring the smooth operation of our IT services and minimizing disruptions to our business.

About the Role:

  • You will proactively manage incidents by monitoring key components to detect failures and potential failures early, enabling swift resolution processes.
  • Your goal will be to restore normal service operation as quickly as possible, minimizing adverse impacts on business operations while maintaining high service quality and availability in line with Service Level Agreements.
  • You will monitor, validate, and report on supplier performance, customer satisfaction, and adherence to SLAs, as well as ensure compliance with regulations, policies, and procedures related to incident management in the contact centre.
  • An essential part of your role will be to continuously assess supplier ability to meet quality and delivery requirements.
Required Skills and Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • 5-6 years' experience in a similar role, preferably in managing service level agreements with vendors and third-party service providers.
  • Excellent written and verbal communication skills, with the ability to communicate complex IT information in simplified form depending on the target audience.
  • Able to work well under pressure, prioritize tasks, and manage multiple projects in a fast-paced environment.
  • Strong analytical mind and technical knowledge of IT infrastructure, networks, systems, and software.
  • Able to respond effectively to change.