Service Delivery Manager

1 month ago


Sandton, South Africa Dimension Data Full time
Job Title: Service Delivery Manager

Dimension Data is seeking a highly skilled Service Delivery Manager to lead our operational teams in delivering exceptional service to our clients.

Key Responsibilities:
  • Oversee the coordination of customer service and support activities, including pre- and post-sales services, customer care, and retention.
  • Manage the day-to-day running of operational tasks, ensuring maximum uptime and timely response to client operational issues.
  • Run managed services operations in alignment with Service Management Service Operations (SMSO) processes, delivering contracted outcomes to clients.
  • Create and maintain comprehensive lists of client requirements, scope of deliverables, technology, and delivery models.
  • Investigate and solve client problems escalated by client and operational teams.
  • Assist with complaint handling and major incidents, ensuring prompt resolution.
  • Engage with clients for technical operational requirements, plan and implement key service improvement priorities, and research new techniques to increase efficiency.
  • Apply necessary processes and procedures to meet or improve client satisfaction requirements.
  • Develop client service policies, procedures, and standards to ensure continued satisfaction.
  • Manage the day-to-day activities of the team, creating and executing plans, and reporting on activities required by the business.
  • Ensure employees are motivated, engaged, and understand their career opportunities, taking responsibility for training and development.
  • Guide the team through transformational objectives set out by the business.
  • Implement stakeholder engagement/communications plans, deal with problems and issues, and collect and disseminate relevant information.
Requirements:
  • General qualification in Technology (Technology Diploma/Degree)
  • ITIL Foundation Certification (V3 or latest)
  • Safe Agile, Azure, AWS, VMware certifications
  • Management Diploma/Degree, MBA
  • 12-14 years' work experience, at least 10 years' experience in management of people, process, and technology
  • Relevant experience in Data Centre, Collaboration, and Microsoft stack
  • Good organisational and effective team leadership skills
  • Strong leadership skills, including effective time management, prioritisation, and delegation of work
  • Experience in coaching and mentoring teams on a daily basis
  • Demonstrated experience in implementation of continual service improvement in previous roles


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