Ict Service Delivery Manager

**Purpose of the job**:To ensure ICT infrastructure and related support services are maintained, upgraded and enhanced in line with the technological requirements of the business. Responsible for ensuring service delivery to clients, staff and delegates is effectively managed through planning, implementing, operating and overseeing those responsible (internal staff and or external service providers). Ensures all ICT or technology related services are delivered in accordance with the organization’s goals to ensure guest satisfaction, safety and maximize profitability. **COMPILATION OF ESTIMATES AND ORDERS** - Primarily responsible for timeous response to client related queries, quotation requests and amendments. - Compile estimates and quotations for services in line with client requirements and service availability ensuring at all times the most recent estimate is accessible and linked to the event on the ERP solution - Obtains quotations and place requisitions for event related services. - Places orders with the respective suppliers and create work orders for services being provided by the ICT Department. - Verifies, inspects quality and confirms services are provided to events addressing identified issues as required. - Make contact with clients prior to events ensuring services are effectively sold and budget is achieved. - Ensure target and forecast budget is achieved. **SUCCESSFUL SERVICE DELIVERY** - Works with the Service Desk team to set Service Level Agreement (SLA) criteria for the availability and performance of the ICT infrastructure. - Attend and provide input into event planning meetings. - Ensures a project management approach is applied in order to ensure successful event delivery. - Analyse monthly feedback, generated by quality systems, and follow up on service lapses implementing preventative measures which address the root cause - Ensure visibility at all events and ensuring ICT services are tested, prior to delivery to clients. E.g. completing a speed test from a mobile phone whilst connected to WiFi in the venue - Planning and, when required, implementing ICT solutions to meet clients’ needs - Assist in planning solutions from an AV perspective. - Ensure onsite presence for events with ICT or AV requirements - Ensure all stages of the service delivery process, for all ICT event services, is actively tracked, and monitored. - Ensure a sufficient level of staff is onsite for events - Responsible for ensuring quality Audio Visual and ICT service delivery to clients, staff and delegates through planning, implementing, operating and Coordinating those responsible (internal staff and or external service providers). - Ensures all ICT or technology related services are scoped / designed in line with client requirements and event specifications and delivered in accordance with the organization’s goals to ensure guest satisfaction, safety and maximize profitability. - Acting as the single point of contact for events, checking of quality of services delivered by both the internal ICT Department and appointed IT and AV service providers. - Ensures that checklists and evidence is completed with client sign off prior to events. - Ensure budgets achieved from a revenue perspective - Ticket Management - Ensure tickets are logged for work required - Ensure tickets are logged for all work performed - Tickets assigned to individual timeously - Tickets updated with relevant information - Resolved tickets marked as "Work complete" timeously - Tickets to be resolved within SLA - Time accurately recorded in time spent on ticket - Stalled tickets or tickets pending action marked as Work Paused - Tickets closed **SERVICE LEVEL MANAGEMENT** - Ensure respective suppliers are appointed through the relevant procurement process - Finalise specifications and drive procurement process ensuring suppliers have been contracted to provide services - Compile and complete required contract documentation. - Define and implement service level agreements for contracted services - Performance management of contractors to ensure a high quality of service delivery and compliance Ensure quality of services being delivered by service providers - Recommend and quality check all invoices submitted by contractors for approval. Approve monthly invoices which are within budget and less than R200, 000.00 - Approve monthly requisitions and invoices which are within budget and less than R200, 000.00 - Quarterly performance management meetings must be conducted with each service provider, documented and signed by both parties and submitted to the General Manager Facilities Operations personal assistant - Where unsatisfactory performance is noted and services are not delivered in line with the service level agreement, the supplier must be notified, and if required a non-conformances must be issued - Compile and complete required contract termination documentation as required - Existing but not limited to ICT Goods and Services, IC