IT Manager for Performance Optimization

1 month ago


Midrand, Gauteng, South Africa Datacentrix Full time

Datacentrix is a leading IT solutions provider seeking an experienced IT Manager to oversee the performance of all SLA clients. This role is based at our Midrand offices.

Job Summary

We are looking for a highly skilled IT Manager to lead our team in delivering exceptional service to our clients. The successful candidate will have a strong background in ITIL certification and experience in service delivery management.

Key Responsibilities
  • Manage the overall performance of all SLA clients, ensuring that agreed SLAs are met.
  • Conduct root cause analysis and implement process improvements to reduce incident rates.
  • Study incident statistics and provide regular reports on trends and successes.
  • Maintain compliance with all policies, procedures, and standards governing team deliveries.
  • Prepare and present operational statistics to the Operations Manager on a daily, weekly, and monthly basis.
  • Maximize staff productivity and customer satisfaction through effective team management.
  • Provide regular feedback to clients on the status of calls and ensure timely escalation resolution.
  • Identify development needs for team members and implement training interventions to enhance their skills.
  • Analyze trends to reduce incident rates and service requests.
  • Review and update processes, procedures, and standards quarterly.
  • Perform risk management and lifecycle management tasks.
  • Foster effective relationships with customers and internal teams to support the engagement model.
Requirements
  • Matric certificate
  • ITIL certification
  • At least 3 years of experience in service delivery management
Estimated Salary Range

R1,200,000 - R1,800,000 per annum, depending on qualifications and experience.



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