Service Delivery Manager

2 weeks ago

Cape Town, Western Cape, South Africa Parvana Full time
About Parvana:
Parvana is a global company with a diverse team of engineers, developers, and specialists in finance, HR, digital infrastructure, and marketing. We prioritize integrity and have a commitment to unity.

Job Role:
The Service Delivery Manager will act as the main client contact for escalations, updates, and hosting inquiries. This role oversees hosted environments to ensure application performance and uptime, maintaining a client-centric approach. The ideal candidate will lead 2nd and 3rd line teams in resolving advanced technical issues, coordinating resources as needed. They will monitor, document, and address critical incidents, conducting root cause analysis and preventive measures. Additionally, they will enhance support processes for efficiency, incorporating ITIL best practices and incident management improvements. The Service Delivery Manager will manage ticketing systems for accurate incident documentation, ensuring SLA compliance. They will review incidents for trends, recommending process adjustments to prevent recurrence. The role also involves proactively updating stakeholders with regular performance, issue resolution, and project status reports. Furthermore, the Service Delivery Manager will mentor support staff, fostering collaboration, accountability, and proactive client issue resolution. They will align support activities with business objectives, supporting initiatives to enhance client support and satisfaction.

Requirements:
The ideal candidate will have a relevant tertiary degree and 5+ years of experience in a service delivery or support management role, with a focus on hosting environments and application support. They will have strong experience managing 2nd and 3rd line support teams, including incident management and root cause analysis. The candidate will be proficient in using logging and ticketing systems (e.g., ServiceNow, JIRA, etc.) to track and resolve issues. They will have proven ability to manage client-facing support operations and maintain strong customer relationships. The Service Delivery Manager will have excellent analytical, problem-solving, and organisational skills with a proactive approach to risk management. They will have technical understanding of hosting environments, networks, databases, and application support. The candidate will have background in application support and hosting, including performance monitoring and SLA management. They will have experience with project management methodologies such as Agile or Scrum. The ideal candidate will be familiar with ticketing systems and client-facing support processes. They will have ability to communicate effectively with both technical and non-technical stakeholders.

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