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  • IT Service Delivery Lead

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    About the RoleThe ideal candidate will have 10 years' experience in designing, deploying, and maintaining network, server, end-user compute, security, and cloud environments. They will also possess telephonic soft skills, fluent English language proficiency, and a highly technical understanding of ITaaS products and services.

IT Service Delivery Lead

2 weeks ago

Midrand, Gauteng, South Africa IOCO Full time

Unlock Exceptional Client Experiences with iOCO

We are seeking an exceptional IT professional to join our team as a Service Delivery Manager I. As a key player in driving top-tier service experiences, you will optimize processes, ensure smooth coordination between teams, and engage with service providers for follow-ups and feedback.

This role is ideal for strategic thinkers who excel in fast-paced environments where customer satisfaction and operational excellence go hand-in-hand. You will:

  • Deliver Excellent Customer Interaction: Provide outstanding support to clients and internal stakeholders.
  • Ensure Application Availability**: Perform daily checks to guarantee seamless service delivery.
  • Collaborate with Service Providers**: Engage in timely communication to resolve technical queries efficiently.
  • Achieve First-Line Resolution (FLR): Meet or exceed the desired percentage of resolved issues at the first touchpoint.
  • Communicate Effectively**: Ensure timely updates to clients regarding incidents logged.

You will also be responsible for meeting relevant Service Level Agreements (SLAs) in the Call Logging System, ensuring calls are assigned to resolver groups within specified timeframes, and working collaboratively with colleagues as a team player. Strong communication and organizational skills are essential for this role.

The ideal candidate will have:

  • 10 years' experience in designing, deploying, and maintaining network (LAN, WAN), server, end-user compute, security, and cloud solutions.
  • Telephonic soft skills: Excellent communication and interpersonal skills.
  • English language proficiency: Ability to converse and communicate effectively through email and other channels.
  • Technical expertise: In-depth knowledge of business products and value propositions.
  • Strong analytical skills: Identify areas for improvement and propose plans for clients.

Qualifications required include a National Senior Certificate/Matric/N3/Grade 12, typical recruitment checks (reference, criminal checks, etc.), and preferred qualifications such as ITIL 4, Business Analysis, IT degree/diploma, and technical certifications in Fortinet, H3C, Microsoft Stack, AWS, Linux, HPE, and Security products.