IT Service Delivery Manager

**COMPANY OVERVIEW**:
BAC-Care specializes in Third-Party Maintenance and Support around datacenter infrastructure (Server, Storage & Networking Equipment) to the most demanding clients in Africa. Our head office is based in Centurion, Gauteng.

BAC-Care offers customizable Service Level Agreements, to customers across Africa, ranging from 9x5xNBD to 24x7x4 hour response/ fix. Our Services are backed by our 24x7 always available service desk and certified field engineers.

**PURPOSE OF POSITION**:
**Client-Facing**:Service Delivery Manager** is responsible for ensuring that all BAC-Care customers receive the highest level of service excellence from our Operations team. The Service Delivery Manager is pivotal in promoting a progressive, results driven and positive environment.

**Internal**: The Service Delivery Manager should be able to use his/her experience to help coach and mentor their team by guiding, creating standards and promoting growth across their team(s).

The Service Delivery Manager should be aiding the delivery team with capacity planning, identify skill gaps within the team to enable the team to support our Service Offerings.

**KEY RESPONSIBILITIES**:
**Service Delivery**:
Ø Contribute to organisational strategic planning by developing service policies and standards that are aligned with business objective key results.

Ø Ensure services are delivered according to agreed business standards and within service level agreements (SLA).

Ø Manage and assign all incoming calls that are logged via the BAC-Care Support desk.

Ø Manage all open calls/ escalations until resolution.

Ø Implement and uphold established processes, policies, and procedures within area of control.

Ø Ensure that the Operations Team are enabled to deliver service to a high standard.

Ø Serve as an escalation point for all matters relating to service delivery to the customer via operations.

Ø Proactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risk and escalations.

Ø Compile and deliver monthly service reports to relevant stakeholders (internally and externally with clients).

**Service Delivery Reviews**:
Ø Identify and report on trends in the environment and work with teams internally for root causes and potential upselling opportunities.

Ø Report on SLA compliance across support tickets.

Ø Review Customer Satisfaction scores for the month.

Ø Look out for opportunities around automation and process improvement.

**Team Management**:
Ø Responsible for management of team including interviewing, training, and performance management.

Ø Promote a progressive, results driven, positive environment within which our employees can thrive.

Ø Provide regular, constructive, and consistent performance feedback to team via monthly 1:1 session.

Ø Provides the team with shop-floor goal coaching and mentoring.

Ø Tracking Team growth using the available tools.

Ø Attend daily-check ins with the Team for planning and capacity purposes.

Ø Setup monthly 1:1’s with each direct report.

Ø Daily and future Team capacity planning.

**Internal**:
Ø Attend monthly/ Quarterly Business Reviews with Executive Management.

**KEY REQUIREMENTS**:
Ø Relevant IT related Tertiary Qualification (Advantageous)

Ø Minimum 3-5 years working in a leadership role in an IT Service organisation

Ø Minimum 3-5 years in client facing role within IT Service organisation

Ø Good understanding and exposure to IT Operations environment

Ø ITIL V3/V4 Foundation certification

Ø Excellent written and verbal communication skills

Ø Customer-oriented and cool-tempered

Ø Valid Drivers’ License and own reliable transport

Ø Able to work under pressure with a sense of urgency

Ø Able to work outside of normal business hours

CTC: R30 000.00 - R35 000.00 p/m neg

Location: Head Office, Centurion

**Salary**: R30,000.00 - R35,000.00 per month

Ability to commute/relocate:

- Centurion, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Certificate (required)

**Experience**:

- IT Support: 3 years (required)

License/Certification:

- Drivers License (preferred)
- ITIL V3/V4 Foundation Certification (required)