Service Delivery Manager

1 week ago

Johannesburg, South Africa BCXP Full time

Structure, Grade & Reporting Job grade/level M6 Business Unit Digital Platform Solutions Department Octane Position reports to Account Manager: Ind Fuel Span of Control 0 Core Description
Service Delivery Management
Responsible for ensuring that contractual obligations are understood, and that SLAs are aligned Developing and owning the SLA measurement in collaboration with the execution teams Facilitate monthly operational performance sessions with the customers Responsible as the customer interface for the delivery of products and services in line with contractual commitments Owner of technical and service request as determined by the customer Drives efficiencies across delivery platform Drive innovation and solution enhancement requirements
The SDM is also responsible for relevant Service Improvement initiatives implementation Key Deliverables / Primary Functions
Service Delivery
Administration and Reporting
Problem and Issue Management
Service Delivery Management and service Improvement
SLA Management and Communication with Client and 3rd Parties
Joint Response Management
Stakeholder Management
Support and Escalations
Operational Documentation, drafting policies and procedures and implementing these policies and procedures
Customers
Selling additional services/solutions
Onboarding of new customers
Administration and Reporting
Ensure that Contracts are understood delivered and managed. Pipeline, quotations, ATP, HSSE and Governance
Ensure all data accuracy.
Resolvers for presentations at Dealer Forum attending quarterly forums
SLA Management and Communication with Client
Ensure that SLAs are clearly understood and communicated to all relevant stakeholders.
Joint Response Management
Identify and Manage Joint Response for incidents requiring multiple resolvers.
Stakeholder Management
Ensure that effective and proactive communication always takes place to the key stakeholders
Develop relationships with key stakeholders
Functional Skills
SLA Management
Risk Management
Stakeholder Communication
Service Delivery
Building Relationships
Ensure processes and Procedures are adhered to
HSSEQ management standards
Expert in service station markets, contracts, and Dealer supply relationships with oil majors
NPG profiling of Dealers
CPL volume knowledge for sites, offerings, and sector
Deep understanding of market conditions. Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Decision Making 5. Handling Pressure 6. Communication and Impact Qualifications A Degree (NQF7) or Diploma (NQF6) in IT/Business/Commerce OR NQF 4 (Grade 12) Experience
2 - 5 years’ Service Delivery, Key Account Management

OR
7 year’s relevant experience Certifications / Professional Registration None Special Requirements/ Employment Condition Valid Drivers license Ability to cope under pressure Willing to work overtime,when required Work Characteristics WFA /Office Based Billable

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