Service Delivery Manager
1 month ago
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.
- 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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