Client Delivery Manager

Key purpose:

The Client Delivery manager is accountable for the design, implementation and maintenance of the Service Delivery and Planning strategy, framework, and Operating model. This role assesses the environment across functions to identify and implement innovative improvements to support more efficient and cost- effective Service Delivery.

Duties and responsibilities:

• Oversee the strategic management of Service Delivery framework and model
• Design and align Service Delivery strategy to overall OptiNet strategy
• Direct and resource the Service Delivery operation to meet budget and other financial goals, directing short-term and long-range planning
• Incorporate input from client strategies into OptiNets products and services offerings
• Communicate and cascade the Service Delivery operational objectives within the OptiNet organization
• Establish performance goals, allocate resources, and assess / update / improve the processes and policies of Service Delivery
• Identify potential risks and mitigation strategies in Service Delivery
• Establishes governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately, and the resources are used responsibly in-Service Delivery
• Implement and maintain IT best practices within the Service Delivery environment
• Identify opportunities for improvements within Service Delivery
• Design and implement the Service Delivery framework and operational enhancements
• Create consistent operating models across Service Delivery to facilitate rapid growth, capacity, and demand planning
• Identify critical service and efficiency points to support and enhance Service Delivery capabilities
• Establish, implement and optimize the operating model of Service Delivery
• Design, implement and enforce operational management policies and procedures to ensure they are aligned with business processes, tactical planning & strategic vision
• Ensure compliance with operating policies and procedures to support the operations work flow and deals with non-compliance
• Measure effectiveness and efficiency of operational processes both internally and externally and finds ways to improve processes
• Monitor that Service Delivery activities comply with organizational requirements for quality management, legal stipulations, and general duty of care
• Update, amend and devise changes to the operating model as the business grows and develops
• Review, evaluate, and revise automated systems to support current business practices and service delivery.
• Evaluate new technologies and remain abreast of current market trends
• Evaluate new technologies and manage their introduction to the business ensuring that proper technical tools and IT services are available for the Service Delivery and Planning environment
• Provide leadership direction, frameworks, and technology roadmaps to meet business strategic needs including the following Service Delivery and Planning Areas:
• Driving project methodologies, related processes, and successful
• Delivery of projects. - Ensure the successful implementation of the PMOs strategy, responsibilities, services and deliverables in line with the overall OptiNet strategy
• ITIL Service Management - Implementation and maintenance of all ITIL related processes (Change Management, Incident Management, Problem Management, and Root Cause Analysis).
• Service Delivery Management - Set and enforce service delivery standard to align to and meet customer expectations
• Global Desktop Support - Conduct high level planning and analysis to set standards and requirements to support the Desktop Support environments mandate
• Global Service Desk - Oversee the high-level establishment of a 24x7 and 365 Customer Service Centre (Network Operations Centre and Service Desk). Set targets, service standards and metrics of measurement of success and manage deviations. Review service issue points and review innovative approaches to support service
• Responsible for budget compilation to prepare and present annual budgets to executive team
• Analyze monthly financial performance, variances in conjunction with the head of finance
• Propose optimization plans for growth and sustainability
• Analyze and monitor the effect of budget or policy changes on business unit productivity
• Develop and maintain a financial model to assist management in justifying investment initiatives
• Responsible for the contract management and Vendor engagement and negotiation function to support business growth and development
• Manages contracts and vendor relationships to ensure that they are completely leveraged from a business perspective
• Establish regular engagements with all Clients at multiple levels Executive, Service Delivery, Architecture Forum and Project Governance.
• Ensure OptiNet delivers services according to Client expectations and meets contractual obligations by designing and enforcing service delivery standards
• Foster positive relationships with OptiNet Clients as their primary point of contact and identification of Business opportunities
• Address customer issues and escalations with speed and efficiency and ensure escalation approaches are complied with across all aspects of the Service Delivery process
• Review Service Levels and metrics monthly including value added services (service Improvements) and implement remedial action should levels not be in line with requirements
• Development and implementation of Service Delivery and Planning tracking and reporting systems to monitor progress of strategic plan implementation.
• Establish and monitor performance reporting systems and monitor Service Delivery performance against performance goals to ensure that progress is being made
• Continuous monitoring of performance against agreed SLAs, identify and improve gaps
• Design deliverables and targets through analysis of the business operational plans for employees in technical Services
• Resource the Service Delivery function with the right talent and skills across all levels
• Provide coaching and feedback to employees on how to improve and sustain their performance and foster a culture of development and continuous learning
• Assess capability in Service Delivery and maintain a drive of continuous certification and technology relevance
• Lead the area by managing talent related processes
• Lead the area in such a manner as to foster innovation and technological excellence.

Qualifications, skills, knowledge and experience:

• Relevant IT Degree/Diploma (Mandatory, 10 years experience in IT Leadership roles/positions)
• ITIL Certification (Mandatory, 5-10 years experience in managing projects)
• Project Management Certification (Mandatory, 5-10 years experience in IT Service Delivery Management)
• Leadership/Management Certification (advantageous, 5 years experience engaging at an executive level)
• Developing Strategies
• Making Decisions
• Articulating Information
• Providing Insights
• Establishing Rapport
• Directing People
• Interacting with People
• Convincing People
• Resource Management
• Effectively manage multiple, competing, high-priority projects with varying deadlines
• Budget Management
• Contract or vendor management
• Commercial management
• Strategic planning and execution
• Reporting
• Financial analysis
• ITIL Framework implementation
• Project Management Principles and Methodologies
• Agile methodologies, innovative process design and automation
• Embracing Change
• Empowering Individuals
• Understanding People
• Challenging Ideas
• Exploring Possibilities
• Developing Expertise
• Interpreting Data
• Adopting Practical Approaches
• Seizing Opportunities
• Examining Information
• Generating Ideas
• Upholding Standard