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Service Delivery Manager

2 weeks ago

Cape Town, Western Cape, South Africa Samaha Consulting Full time R900 000 - R1 200 000 per year
  • Incident, Service, Change and Problem Management
  • Defect Management in JIRA and Delivery Management techniques.
  • Manage the flow of day-to-day operations and Interaction with customers, teams and management
  • Customers connect for day-to-day support and weekly, monthly connect to present contractual SLA agreements
  • Weekly, Monthly and Quarterly reporting to Customers and other stakeholders.
  • Delivery of incident Management, Change Management and Service Request using ITIL process as per the agreed contractual and Service Level Agreements
  • Utilized internal technical expertise, including peers, mentors, knowledge base and other internal tools to provide the most effective solutions to customer issues.
  • Collaborated with internal application teams & have driven them through resolution.
  • Engaged and Interacted with Recovery Support for knowledge sharing and resolving complex issues.
  • Meet Contractual agreed SLA and KPI
  • Participate in MIM calls and service restoration
  • Track and review the tickets from the teams and improve productivity
  • Ensured the team contributes for service improvements by providing process value addition and problem management for the repeated incidents.
  • Review application Maintenance Manuals, Run Books, lesson learnt, best practices, Training documents & impact analysis documentation
  • Presentation of Governance meeting with customer, ensure compliance on meeting SLA's as agreed with customer
  • Maintain and update Issues & Risk register
  • Experience in Project plans, Schedules, Quality deliverables, leading, motivating teams, Resource planning and management, Onsite Offshore co-ordination