Service Delivery Manager

6 days ago


Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

Reflex Solutions is looking for a Service Delivery Manager to provide guidance to resolve or properly manage an issue. To ensure the issues are resolved timeously and with as little frustration to the customer as possible it is required that the SDM assist with keeping up the service delivery standards to a high level.

Key responsibilities
- Assist with keeping service delivery levels up to a high standard
- Identify high priority issues and take ownership of communicating to C-Level staff at Reflex and Customer
- Identify tickets that are not
- being updated regularly
- being assigned timeously
- being managed effectively
- Escalate issues not being resolved or handled correctly by staff or other business units
- Identifying recurring issues and helping identify a strategy to resolve those issues (Within the limits of visibility provided by the company)
- Making a drive to reduce support calls being logged
- Driving internal Organizational Level Agreements are being met
- Assist the FCIO team with reporting of stats to drive back to the Reflex Business or our customers
- Help drive processes for the service desk to follow to improve problem identification times
- Assistance to IT Management
- 3rd Party Management
- Update customer information
- Incident reporting

Minimum Requirements
- Minimum 3 years’ Service Delivery Experience
- Comfortable with dealing with C-Level execs
- Computer literate (Excel, Word, PowerPoint, Outlook)
- Good presentation and negotiation skills required.
- Good interpersonal skills
- Attention to detail and high level of accuracy
- Good planning, organizing and time management skills
- Team player
- A professional appearance and approach



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