Service Delivery Manager

**ROLE PURPOSE**

Responsible for the overall management, including financial aspects as well as customer satisfaction and service delivery against contracted SLA’s. The span can consist of one or several key outsourced contracts and/or services delivering more than one line of business service to the customer. The individual will need to use their initiative to drive innovation and service improvement and identify potential opportunities within the customer/s.

**KEY ACTIVITIES**
- Single service interface and point of escalation for the customer/s
- Single service interface and point of escalation between the respective delivery entities associated with the contract management span
- Identify and analyse contract delivery issues and convey to Service Management
- Participate in audit compliance reviews and action appropriately
- Understand the contract life cycle
- SLA preparation and evaluation
- Manage audit readiness relative to contract requirements
- Prepare and participate in contract renewals and/or extentions
- Develop and maintain functional relationships between all Nexio delivery units and external business partners
- OLA (Operational Level Agreement) and UC (Underpinning Contract) negotiation, set-up and measurement
- Profitability and budget/forecast management associated with respective contracts
- Ensure the scope of service equals services delivered
- Manage quality of services delivered
- Ensure SLA’s are met and exceeded at no additional cost
- Analyse SLA measurements
- Third Party Management
- Compilation, validation, presentation of monthly SLA reports and Business Reviews
- Facilitate problem resolution
- Guide and manage the troubleshooting and resolution of technical issues specific to this environment.
- Manage escalation process with customer and delivery entities
- Own the development and management of Service Improvement Plans
- Manage implementation of Service Improvement Plans
- Identify & Manage implementation of continuous improvement opportunity
- Own and manage Customer satisfaction
- Customer Satisfaction measurement and overall improvement
- Attract - Assist with selecting the right people into the right positions and on-boarding them into the team and organisation
- Develop - Effectively clarifying performance expectations, demonstrate ‘credible’ commitment to employee development and understand the requirements of coaching
- Engage - Ability to communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Nexio values thereby gaining employee commitment

Additional Information:

- Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in own area within the organization
- Interprets internal or external business issues and recommends best practices. Provides guidance to more junior levels of staff
- Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
- Able to be a “big picture” thinker
- Excellent leadership, team building, and management skills
- Encouraging to team and staff; able to mentor and lead
- Excellent verbal and written communication skills
- Able to align multiple strategies and ideas
- Confident in producing and presenting work

**TECHNICAL / PROFESSIONAL COMPETENCIES**
- Work closely with the Customer CIO or IT Director to understand strategic initiatives that impact on the alliance.
- Align the customer strategy with technology and Nexio services and drive this through project implementation to enhance customer value add around service and service delivery
- Working closely with the Delivery Team.
- Inter-link between the Account Sales, Pre-sales and Delivery Teams
- Identify new business opportunities and retain existing business revenue
- Assist with preparation and negotiation of any contractual changes
- Ensuring that teams are staffed according to requirements and attract / retain key talent

**QUALIFICATIONS & EXPERIENCE**
- Minimum Grade 12
- ITIL Foundation experience
- IT related degree or related qualification from a tertiary institution preferred
- 7+ years of customer interaction in a technical, services, or contract leadership role
- 7+ years Enterprise Applications/Systems experience
- 7+ years Computer Infrastructure background

**LEADERSHIP COMPETENCY REQUIREMENTS
- People management skills
- Good customer relationship skills
- Dedicated personality with a sense of urgency
- Process driven personality
- Ability to meet deadlines - and work under pressure
- Attention to detail and a passion for quality
- Good communication skills required - written & verbal
- High energy levels and commitment required
- Must have a strong drive to work in a team
- Ability to handle conflict and to resolve problems
- “Can Do” attitude