Service Delivery Manager

Job Purpose

The Service Delivery Manager is the central point of contact for all operational service-related issues and requirements. Responsible for managing service in quality, in budget and time.

Key Responsibilities

Contract Management

• Single service interface and point of escalation for client (internal & external)
• Adhere to all contract management requirements
• Adherence to incident reporting requirements and timelines
• Adherence to maintenance schedule requirements for timing and notification
  
  thereof.

SLA Management

• Ensure the Scope of service equals services delivered
• Manage Quality of service delivered
• Ensure SLAs are met and exceeded if no associated cost
• Analyze SLA measurements
• Third Party Management
• Compilation, validation, presentation of monthly SLA reports and Business Reviews
• Weekly Operational Service Meeting owner
• Weekly account status updates to the Technical Management team
• Assist in management and measurement of conformance to service level agreements

Management of Delivery Processes

• Capacity and availability management of technical resources
• Ensure effective support desk assistance of electricity related issues
• Ensure projects are delivered on time and with accuracy
• Analyse statistics and compile accurate reports
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Service Delivery

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Facilitate problem resolution
• Manage escalation process
• Own the development of Service Improvement Plans
• Manage implementation of Service Improvement Plans
• Identify & Manage implementation of continuous improvement opportunity
• Own and manage Customer Satisfaction measurement and overall improvement
• Maintain good customer relationships
• Ensure 100% up-time of systems integration
• Ensure proper monitoring of supplier/aggregator interface
• Proactively utilize available manual & automatic tools

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others
• Demonstrate consistent application of internal procedures. Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs

Leadership

• Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders
• Coach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture
• Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
• Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
• Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning
• Identify the capabilities needed to meet the current and emerging business needs of the organisation. Evaluate current capabilities, identify gaps, and prioritize development activities

Competencies

• Customer Focus
• Instills Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability
• Develops Talent
• Business Insight
• Manages Complexity
• Financial Acumen
• Builds Effective Teams

Education

• Matric
• Relevant tertiary qualification

Experience

• Minimum 5 years' experience in a similar role