Service Delivery Manager

5 days ago

Durban, South Africa BET Software Full time

**We Want You**:
We are looking for a **Service Delivery Manager**. This Team Leader will oversee the BET Software Support Team. We believe you will meet and exceed the needs of our clients to achieve success. We also know that your leadership skills will motivate the Team to perform and achieve set goals.

**You Bring**:

- At least 3-5 years of experience managing a services desk within the IT sector.
- Bachelor’s degree in Computer Science, Software Engineering, or a similar field.
- Previous software development skills are advantageous.
- Demonstrated leadership skills.
- Detailed knowledge of the SLDC and management of software projects is advantageous.
- Good written and verbal communication skills.
- Strong attention to detail.
- ITIL Foundation.

**What You’ll Do**
- Maintaining high-performance levels for service-related processes and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analysing third-party, as well as internal processes, and creating strategies for service delivery optimisation.
- Coordinate and maintain the on-call schedule and escalation standards/procedures/processes for all Team Members to handle after-hours service requests, incidents, problems, events requests and changes.
- Establish annual performance goals and training plans for each Team Member. Lead and maintain Team schedules to ensure coverage of incoming service requests for all requests.
- Employ appropriate methods to plan, measure, and report on the status, efficiency and effectiveness of service delivery within the company.
- Provide support, coaching and mentoring to BET Support Team Members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards.
- Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support Team.
- Drive and chair troubleshooting sessions with the Team to ensure we implement solutions to common issues from a first-line perspective before assigning tickets to other assignee groups.
- Focus your attention on those tasks that are not possible for you to delegate and would benefit from your direct involvement; take ownership of high-priority incidents as a Team Lead so as to avoid further escalations.

**The** Company We Keep**:
At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, various opportunities for growth, and well-deserved incentives keep our All-Star Team the best amongst the rest.

**Please note that only Team members who meet the stipulated minimum requirements will be considered.

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