Service Delivery Expert

1 day ago

Johannesburg, Gauteng, South Africa Network Recruitment Full time
Job Description

We are seeking a highly skilled Service Delivery Expert to join our team at Network Recruitment. This is an exciting opportunity to lead and manage our cloud operations, ensuring seamless service delivery to our clients.

About the Role

  • Lead a blended team of Cloud and DevOps engineers, supporting team growth and development.
  • Oversee customer onboarding, working alongside the transition team to ensure smooth and successful integrations.
  • Ensure SLA deliverables are met for both internal and client-facing services, managing priorities effectively within the team.
  • Cultivate strong customer relationships through proactive engagement, understanding client needs, and providing tailored support.
  • Act as a duty manager and escalation point for any service issues or incidents.
  • Governance and due diligence: Regularly review and ensure compliance with client service agreements and internal standards.
  • Service request analysis: Coordinate and manage service request items in alignment with scoped client projects.
  • Cost optimization: Review and manage cost optimization across client cloud infrastructure, particularly AWS environments.
  • Conduct incident management reviews and support the major incident process for client relationships.
  • Monitor and analyze customer trends to ensure service excellence.
  • Lead Root Cause Analysis (RCA) reviews and support problem management activities.
  • Proactive service improvements: Lead initiatives to enhance customer environments and drive continuous improvements.
  • Present monthly customer reports to key stakeholders, ensuring transparency and alignment.
  • Collaborate with FinOps teams to manage platform and client billing effectively.
  • Manage customer contract renewals and contribute to cloud strategy optimization.
  • Risk and opportunity management: Identify and address internal and client-related risks and opportunities.
  • Facilitate knowledge transfer within the team and ensure the knowledge base is accurately maintained and updated.

About You

  • You will have ITSM/ITIL training or certifications, which are a plus.
  • You will have proven experience in business analysis with an understanding of business priorities and customer requirements.
  • You will possess strong logical thinking abilities to solve complex customer challenges.
  • You will have experience leading teams in a managed services or cloud environment (AWS experience is preferred).
  • You will have demonstrated expertise in customer-centric engagement, relationship management, and stakeholder communication.
  • You will have exceptional written and verbal communication skills, with an ability to maintain high standards of excellence.
  • You will be motivational and organizational, with a proven ability to manage cross-team collaboration and align with best practices.
  • You will have experience with DevOps and cloud teams, which is beneficial but not essential.
  • You will have familiarity with agile project management methodologies, which is a plus.

Estimated Salary Range:$120,000 - $180,000 per annum, depending on experience and qualifications.

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