IT Service Delivery Manager

**Description**

The IT Service Delivery Manager is an individual in the Dimension Data Service Delivery Management team and takes responsibility for the delivery of services to one or more of Dimension Data’s clients whose operations span a regional geography and multiple Dimension Data GTMs. The IT Service Delivery Manager has expert ability in ensuring a coordinated delivery of the service in multiple locations across the region involving at times different countries, cultures, people, and technologies.

The IT Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality services to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and required to establish and manage expectations within the business.

**Service Management**

End-to-end Enterprise approach to IT Solutions & Services encompassing: Operational management and running of production facilities; and coordination of Service desk operations, Sustainability; EUC Support; Basic day to day IT escalations; SLA management against user commitments; day to day management of Outsourced vendors; Contractual service and billing verification.

**Key Responsibilities**
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
- Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options, and assisting with the decision to select the most appropriate vendor/supplier
- Assess existing equipment and provide recommendation to repair, replace, or dispose.
- Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance
- Compile and manage an annual operational budget for both Client and Dimension Data. Work with the Commercial Team, ensure that monthly and pass-through billing happens
- Contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
- Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes, Meeting Minutes, Incident Reporting and Monthly Care reports
- Single point of contact for the client into Dimension Data Service Delivery

**End User Computing**

Responsible for troubleshooting and repairing desktop computers. You will provide support to our customers by resolving issues related to hardware and software. You should have experience with latest versions of Microsoft Windows, Office, OneDrive, and SharePoint.

**Key Responsibilities**
- Troubleshoots hardware and software issues
- Provide first and second level support to all incidents, requests and identify the root cause of incidents and problems
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to configuration Items. Ensures all changes are carried out with proper change approvals
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Execute basic maintenance on a specific piece of hardware or software
- Client asset management administration
- Proactively monitors the work queues, update tickets with resolution tasks performed
- Plan and execute approved maintenance activities
- Audit and analyse incident and request tickets for quality and recommends improvements wit updates to knowledge articles
- Implement best practices in help desk and IT support. Ensure policies and procedures are followed
- Make recommendations for service improvement plans and ensure actions and followed through to completion in a timely manner
- Manage the desktop computing environment to ensure that laptops, PC’s, and other devices are maintained to high standards of performance and security
- Ensure that patching and anti-virus updates are implemented promptly and effectively
- Work with technical team to evolve standards for hardware, software, and security.
- Ensure meeting room technology is maintained and routinely checked
- Provide support to projects and ensure service impact is minimised and agreed

**Server Support**

Responsible for troubleshooting and managing client’s server environments. You will provide support to our customers by resolving issues related to hardware and software. You should have experience with latest versions of Microsoft Windows Server and built-in features, Office 365 and Exchange S