National Service Delivery Manager

**QUALIFICATION AND EXPERIENCE**:

- ITIL certification
- Minimum of 5 years Service Delivery experience within the IT sector

**Operational Support**:

- Acting with Integrity: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
- Business Leadership: Pursuing goals; taking action; upholding standards; managing tasks; seizing opportunities
- Critical Thinking: Able to assess a problem or situation using effective logic. Uses important information to make logical assessments and formulating recommendations.
- Prioritizing and Organizing Work: Allocates time and attention based on what is most important to achieve key goals and objectives.
- Effectively organizes and balances tasks and priorities to keep multiple projects on track.
- Management: Leads single or multiple teams to optimize their output that is the result of simple or complex processes
- Specialist: Accountable for a functional area of expertise in business area.
- Deals with complex situations with many unknowns requiring the adaptation of standards of professional discipline or business unit to best suit varied situations.
- Resolves problems using judgement based on extensive theoretical and practical knowledge as well as research where required
- Effective first point of escalation for any issues or problems raised by the client, engagement layer or supplier and arbitrates in situations of conflict.
- Develop and manage effective stakeholder communication plans with internal stakeholders and clients, keeping them updated on progress.
- Manage continual service improvement processes, benchmarking & identifying external drivers for service improvement i.e. governance, regulatory.
- Measure, report and communicate service improvement initiatives and ensure that all approved actions are completed and that they achieve the desired results.
- Effectively initiate actions, including the enforcement of any penalty clauses, to bring contracts back into alignment or to terminate them as and when required.
- Keep aware of changing business needs as identified by clients.
- The provision of services into the Client organization based on the services defined and in accordance with the contractual obligations agreed to between the service provider and the Client.
- Manage the standardization of processes (ITIL) and procedures governed by defined policies and supported by a well-defined and managed technology infrastructure to ensure consistency of service delivery.

**Continuous Service Improvement**:

- Collect data and analyse trends compared to baselines, targets, SLAs and benchmarks.
- Set Continual service improvement in efficiency and cost effectiveness throughout the entire service lifecycle
- Initiate a service improvement plan through the CSI process and ensure the implementation of the approved improvements
- Provide a means for staff members to recommend improvement opportunities
- Measure, report and communicate service improvement initiatives
**Customer Experience and Satisfaction**:

- Monitor client satisfaction and ensure solution delivery relationship with client service IT / staff is maintained from inception to service completion
- Continuously establish strong relationships with internal service providers to ensure a supportive and trust-worthy relationship.
- Successfully identify key staff in the client organisation, especially those involved in delivery.
- Establishing the correct governance structures for the delivery of the contracted services.
- Be the Single-Point-of-Contact between Client and Service Provider.
- Participate in contract and commercial review on a quarterly basis.
- Participate in the development and implementation of the tactical business strategy.
- Facilitate strategic advisory services to continuously introduce innovative new solution to Clients.
- Responsible to drive feedback and communication to the customer on all escalated incidents
**Managing Human Resources**:

- Establish organisational structure and delegate authority to empower subordinates.
- Cultivate a culture of teamwork through collaboration, interaction and regular communication with relevant stakeholders.
- Motivate and coach the team to deliver against performance targets, develop and enhance team effectiveness.
- Manage and maintain the attraction and retention of talent, and manage and empower people to execute operations
- Develop relationships with the business colleagues so as to be viewed as a trusted advisor
- Performance management of all contract resources onsite.
- Ensure efficient workforce planning.
- Complete KPIs and PDP for all contract employees.
- Proactively build a database of suitable replacement resources for all areas of the business.
- Manage staff productivity
- Be a team leader and ensure cohesive work flows between interdepartmental teams
**Financial Management**:

- Continuously ensure the financial management of cost of sales and operational expendi