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IT Service Delivery Manager

2 weeks ago

Pretoria, Gauteng, South Africa Yo-loco Full time

About the Job:

We are seeking an experienced IT Service Delivery Manager to join our Yo-loco team. As a key member of our support team, you will be responsible for managing IT service delivery, resolving technical issues, and ensuring customer satisfaction.

Responsibilities:

  1. Service Delivery:
  • Oversee IT service delivery to ensure timely and effective resolution of customer issues.
  • Manage IT service requests, including troubleshooting, analysis, and resolution.
  • Collaborate with IT and development teams to report bugs, errors, and system improvements.
Troubleshooting & Analysis:
  • Identify, analyze, and resolve technical issues related to software, applications, and system configurations.
  • Guide clients through troubleshooting steps, ensuring clear and effective communication.
  • Evaluate and escalate complex issues to the appropriate teams while maintaining customer engagement.
Training & Development:
  • Develop a thorough understanding of our products, services, and features.
  • Assist clients with software installations, updates, and configurations.
  • Deliver user training and onboarding sessions to maximize product benefits.
Customer Relationships:
  • Deliver exceptional customer service to ensure satisfaction and loyalty.
  • Gather customer feedback and report common issues or trends to the product team.
  • Maintain positive relationships with clients, ensuring retention and loyalty.

Qualifications:

  1. Education:
  • Degree in Information Technology, Computer Science, or relevant field.
Experience:
  • Minimum 2+ years of experience in client support, technical support, or IT helpdesk.
  • Experience working with ticketing systems, CRM software, or customer support platforms.
Skills:
  • Proficient in Windows, macOS, and mobile operating systems.
  • Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
  • Experience with remote support tools (TeamViewer, AnyDesk, etc.).
Personal Qualities:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical skills.
  • Patient and empathetic when dealing with non-technical customers.