Service Delivery Manager

7 days ago

Cape Town, Western Cape, South Africa NSC Global Full time


Overview

POSITION: Service Delivery Manager

JOB TYPE: US Hours ONLY (8am to 5.30pm EST) 

This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication. Have the ability to provide comprehensive status reporting to the customer and NSC Global leadership team. Will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees. Will need the understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met. Complete billing responsibilities in a timely manner and lead collective activities as necessary



Responsibilities

· To coordinate all resources of the tower (including off-shore)

· To orchestrate end-to-end-services for the involved towers (top of stack)

· Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable

· Ensure that account specific processes are applied at all relevant scope

· Evaluate and manage service requests

· To drive completion of service acceptance, technical assurance and handover processes Being the SPOC in case of escalations & major incidents

· Act as the next level of escalation for tower specific technical teams for all service mgmt. processes

· Ensure that the Root Cause Analysis for the tower specific services are performed

· Raise problem records whenever identified

· Raise request for changes, assess prepare, present the change in the CAB to get the approval

· Identify and manage all required resources for change planning and execution (including testing, approval and back out plans)

· Ensure the quality of asset management requirements in the respective towers

· Ensure the CAP planning of the account in the tower on the component level and provision to Manager



Qualifications

· College/University degree in IT or 5 - 7 years of equivalent working experiences

· Portal, virtualization, application database or hardware knowledge

· Solution Architect 3 -5 years, ITL Foundations, Project Management

· CRM Experience

· Experience in Hardware and Software Migration is an asset

· To act as single interface to all delivery Towers

· To implement relevant policies and standards including compliance against security policies

· Act as a safeguard so that operating tasks are successfully managed along the contract lifecycle phases

· To attend or host service reviews and undertake the appropriate actions

· To create or validate solution parts for limited up-selling (within the dedicated scope)

· To gain understanding of client, contract, business context, and priorities of account

· Ensure that the defined processes defined are being followed within the towers


  • Service Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Old Mutual Limited Full time R90 000 - R120 000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionThis role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year. The Service...

  • Service Delivery Manager

    7 days ago

    Cape Town, Western Cape, South Africa Kyndryl Full time

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...

  • Service Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa NSC Global Full time R1 200 000 - R2 400 000 per year

    OverviewPOSITION: Service Delivery ManagerJOB TYPE: US Hours ONLY (8am to 5.30pm EST) START DATE: IMMEDIATELYThis role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication. Have...

  • Service Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa NSC Global Full time R1 200 000 - R2 400 000 per year

    OverviewPOSITION: Service Delivery ManagerJOB TYPE: US Hours ONLY (8am to 5.30pm EST) START DATE: IMMEDIATELYThis role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication. Have...

  • Service Delivery Manager

    7 days ago

    Cape Town, Western Cape, South Africa Samaha Consulting Full time

    Incident, Service, Change and Problem ManagementDefect Management in JIRA and Delivery Management techniques.Manage the flow of day-to-day operations and Interaction with customers, teams and managementCustomers connect for day-to-day support and weekly, monthly connect to present contractual SLA agreementsWeekly, Monthly and Quarterly reporting to Customers...

  • Service Delivery Manager

    1 week ago

    Cape Town, Western Cape, South Africa SupportYourApp Full time

    Who are we?SupportYourApp is a global Support-as-a-Service leader, partnering with tech companies in 30+ countries since 2010 to deliver secure customer and technical support. What if you had a chance to be a part of the world's leading hardware, software, or SaaS solutions? Join our community as a Service Delivery Manager liaising with our experienced...

  • Portfolio and Service Delivery Manager

    7 days ago

    Cape Town, Western Cape, South Africa Lactalis South Africa Full time

    Job DescriptionLactalis is part of the French international dairy company Lactalis and is one of the major players in the southern African dairy industry. It has operations in South Africa, Zambia, Botswana, Swaziland and Mozambique.  The IT Portfolio & Vendor Manager is responsible for managing the organization's IT project portfolio and vendor ecosystem...

  • Information Technology Service Delivery Manager

    1 day ago

    Cape Town, Western Cape, South Africa SystemWorks Full time

    At SystemWorks, we're problem-solvers, innovators, and stewards of efficiency. We deliver smart, simple, and effective solutions that tackle real business challenges, combining deep industry expertise with a razor-sharp understanding of what matters most to our customers.Behind those solutions is our team — a group of curious, collaborative professionals...

  • Relocate to Malta Service Delivery Manager

    1 week ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Our client's Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsoft's Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the...

  • Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Ten Lifestyle Group Full time R60 000 - R120 000 per year

    Shape the Future of Service Excellence with TenDriving Innovation. Building Trust. Redefining Service Excellence.Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world's leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America,...