Service Delivery Manager

**Job ID**:12704**Position Type**:Full-Time**Job Function**:Information Technology**Workplace Type**:Head Office**Division**:TFG Infotec**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
We're looking for a **Service Delivery Manager** to be part of our Platforms and Operations team to serve as a Trusted Advisor between Infotec and Business Partners

With a robust strategy focusing on People, Process and Technology, we believe that our culture and the quality of our people are our greatest strengths. As such, we need to employ top talent to support our key business functions. TFG’s IT division provides innovative, strategic and cost-effective ICT solutions and professional services to TFG and its subsidiaries. Working for TFG means; working with highly talented professional individuals, who are passionate about collaboration, creativity and working towards successful customer service.
**The Key Performance Areas of this role will be as follows**:
**To manage the Infotec and Business Partners’ relationship,**
- Serves as ‘Trusted Advisor’ between Infotec and Business Partners
- Attends management forums where appropriate
- Serves as escalation point between Business Partners and Infotec
- Represents the needs and interests of business to Infotec contributing to relevant solution discovery discussions with Infotec development and operational teams
- Maintains detailed knowledge of the Division’s business processes
- Able to articulate the value delivered by IT to the business
- Generate monthly management packs detailing the value creation and operational efficiencies

**To partner to identify and understand business strategy,**
- Facilitate alignment across business and Infotec Strategy

**Provide Service Management support,**
- Establishes and negotiates Service Level Agreements (SLA’s) with business partners on behalf of Infotec
- Has oversight for Infotec service levels and reports on performance monthly
- Ensures that Infotec can deliver to committed SLA’s
- Play an active role in problem resolution with relevant Infotec owners teams representing business interests

**Oversight of key project delivery to ensure Value Realization,**
- Communicate portfolio health to business stakeholders
- Ensures value is monitored and tracked in partnership with Business Partners and Project Management Office(PMO)

**To qualify for this position you will need**:

- A relevant tertiary degree
- Minimum of 8 - 10 years’ relevant IT SDM experience within a corporate environment
- Strong organisational and planning skills
- Financial Acumen
- Strong collaboration and team building skills
- Excellent communication and presentation skills, both written and verbal
- High level of influence and credibility
- Excellent problem-solving skills
- The ability to act independently when faced with complex situations, and identify improvement initiatives
- Ability to effectively communicate business needs to technology teams
- Demonstrated experience building and maintaining strong customer or client relationships
- Strong ability to interact efficiently with technical and non-technical team
- Strong attention to detail and excellent analytical ability
- Excellent interpersonal skills and able to influence across different organisational levels and engender collaboration within team
- ** Position Management and Demand shaping**
- Supports business in shaping business demand and facilitates prioritisation through relevant processes
- Supports business to motivate for technology investments through development of business cases

**Competencies and behaviours for success**:

- Strong conflict management skills
- Excellent written communication, presentation and negotiation skills
- A focus on delivering results and meeting customer expectations
- Sound judgement, decision-making, and problem-solving skills
- High resilience and agility with the ability to work well under pressure and deliver to aggressive deadlines in a fast-paced environment
- High emotional intelligence and experience in leading diverse teams and individuals
- Ability to drive change, persuade and influence both internal and external stakeholders
- Exceptional leadership skills including the ability to attract, hire, retain and motivate a senior team and a talent pipeline