IT Manager for Performance Optimization
1 month ago
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 SummaryWe 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.
- Matric certificate
- ITIL certification
- At least 3 years of experience in service delivery management
R1,200,000 - R1,800,000 per annum, depending on qualifications and experience.
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