IT Services Delivery Manager/ Head of Managed Services

Found in: Talent ZA C2 - 3 weeks ago

Johannesburg, South Africa IT Ridge Technologies Full time

The IT Services Delivery Manager will take overall responsibility for the delivery of third and fourth line software support including the management of the full Software Development Lifecycle for support applications.

Main Responsibilities:

  • Plan, design and guide the support operations strategically and manage the client experience as it relates to the products and services that we offer
  • Manage the full Software Development Lifecycle for the supported applications
  • Own the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
  • Own the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
  • Co-design internal SLAs and KPI's along with peers in IT and business representatives.
  • Monitor and audit service delivery; ensuring processes are in place and followed.
  • Arrange service review meetings.
  • Contribute to IT budget and resource planning.
  • Contribute to the long-term IT roadmap and strategy.
  • Support clients in identifying and coordinating inbound business demand for new solutions.
  • Work closely with the clients and development teams on problem management.
  • Own and improve the client experience that is offered by our company, including being the escalation point for stakeholders and clients
  • Work with the key stakeholders to enhance the client support service delivery and client satisfaction through the development and implementation of a client service strategy which follows ITIL market standards e.g. services catalogue/portfolio, change management, systems status updates
  • Monitor trends and changes to understand how to improve the client satisfaction levels using the latest methodologies. Ensure communication takes place both upwards and downwards across all areas of responsibility
  • Overall responsibility for the day-to-day management, recruitment, and retention of the Support Team including personal development, training, mentoring, wellbeing, escalation points, holding regular team meetings and reporting of staff changes
  • Overall responsibility to ensure the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks and conduct.
  • Work with the company and clients to develop continuity and disaster recovery plans
  • Plan, prioritise and implement changes to the support systems following ITSM and Risk management best practices

Experience Required:

  • Experience of managing application support teams.
  • Able to coach and develop team members in implementing service management standards and processes.
  • 5+ years' experience of managing Software Service Delivery teams
  • Experience of pragmatic implementation of the ITIL framework in a similar sized organisation
  • Software Development Project Management
  • Evidence of a strong technical experience in ‘service delivery’ or ‘project/solutions delivery
  • Be able to demonstrate experience of project delivery from conception to implementation
  • Experience with third- and fourth-line incident and problem management

Skills Required

  • Builds and maintains strong stakeholder relationships.
  • Knowledge of the ITIL framework
  • Software Delivery Lifecycle management
  • Good personal management skills including good interpersonal and communication skills,
  • patience, and the ability to interact with people at all levels offering assurance where necessary.
  • Ability to deliver a vision with a diverse team of individuals
  • Have very high standards of customer care and be insistent that these are maintained by your team
  • Ability to maintain objectivity and awareness of entire projects as well as an ability to work on finer detail and process
  • Initiative
  • Resourceful and knowledgeable
  • Excellent oral and written communication skills
  • Attention to detail at all levels of a project
  • Ability to meet deadlines and work under pressure
  • Have a methodical approach to diagnosing and resolving faults

  • Manager: Ict Service Delivery

    4 days ago

    Johannesburg, South Africa Services SETA Full time

    **Service Level Management** - Ensure that agreed service levels are consistently met on a monthly basis - Continual improvement and maintenance of an efficient service catalogue that will form the basis of services delivered to users - Manage the Service catalogue - Ensure that all service management processes are executed to fulfil the process objective -...

  • IT Service Delivery Manager

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Tipp Focus Full time

    THE JOB AT A GLANCESenior IT Service Delivery Manager will be responsible for managing overall delivery of IT services to business with a focus on maintaining service level agreements, ensuring quality service, and managing stakeholder relationships.WHAT WILL YOU DO?Oversee IT Service Delivery Identify Problems and Resolve QueriesIdentify problems requiring...

  • Service Delivery Manager

    Found in: beBee S ZA - 4 weeks ago

    Johannesburg, South Africa NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients...

  • Service Delivery Manager

    3 days ago

    Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

    Service management is a customer facing function that refers to the entirety of activities, directed by policies, organised, and structured in processes and supporting procedures that are performed by Reflex Solutions to design, plan, deliver, operate, and control technology services offered to our customers. Service Management embodies the core of service...

  • Service Delivery Manager

    6 days ago

    Johannesburg, South Africa TotalEnergies Full time

    **Pays** Afrique du Sud **Lieu** South Africa **Lieu de travail** JOHANNESBURG(ZAF) **Société employeur** TotalEnergies Marketing South Africa (Pty) Ltd **Domaine** Systèmes d'Information **Type de contrat** CDI **Expérience** Minimum 6 ans As a Service Delivery Manager you will possess the following: Relevant degree or diploma in IT or...

  • Service Delivery Manager

    2 days ago

    Johannesburg, South Africa Be Different Recruitment Full time

    Our client an IT Solutions company is seeking a highly motivated and energetic to manage and oversee operations of service delivery teams on small to medium sized accounts to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives. **In order to be considered the following is required**: -...

  • Service Delivery Manager

    6 days ago

    Johannesburg, South Africa Network Contracting Full time

    **Minimum Desired Qualifications** - National Senior Certificate (Grade 12) - ITIL V3/4 and Project Management Certifications. - IT Diploma or degree preferable. **Minimum Desired Experience** - 7+ years hands-on experience in IT Service Management. - 5+ years experience in an IT Service Delivery Environment - 5+ years Project Management experience - 5+ in...

  • Service Delivery Manager

    4 days ago

    Johannesburg South, South Africa BritelinkMCT Full time

    Main Objective - The Assistant Manager is responsible for providing departmental support to the manager is the - planning, executing and evaluating activities according to predetermined timelines. - Act as a Coach, mentor, motivate and supervise project team members. Influence them to take - positive action and accountability for their assigned work. Take...

  • Service Delivery Manager

    2 weeks ago

    Johannesburg, South Africa Praesignis (Pty) Ltd Full time

    **Requirements**: - Project Management Degree/Advance Diploma and relevant Certificates or Relevant Experience - Matric and ITIL Compulsory - Drivers license and own vehicle Compulsory - 4 years experience in Service Delivery or Project Management compulsory - Computer Literacy MS Office, MS Projects and Visio - An independent thinker to manage creatively...

  • Service Delivery Manager

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Deloitte Full time

    If you are an experienced AService Delivery Manager with in-depth knowledge and understanding of SAP, the Deloitte Consulting team is looking for youA Service Delivery Manager is responsible for ensuring the delivery of high-quality services to customers. They play a critical role in ensuring that the services provided by an organization meet the needs and...

  • Service Delivery Manager

    Found in: Whatjobs ZA C2 - 7 days ago

    Johannesburg North, South Africa HR Genie Full time

    If you are an experienced AService Delivery Manager with in-depth knowledge and understanding of SAP, the Deloitte Consulting team is looking for you A Service Delivery Manager is responsible for ensuring the delivery of high-quality services to customers. They play a critical role in ensuring that the services provided by an organization meet the needs and...

  • Service Delivery Manager

    Found in: Adzuna ZA B C2 - 1 week ago

    Johannesburg North, South Africa Adzuna ZA B C2 Full time

    If you are an experienced AService Delivery Manager with in-depth knowledge and understanding of SAP, the Deloitte Consulting team is looking for youA Service Delivery Manager is responsible for ensuring the delivery of high-quality services to customers. They play a critical role in ensuring that the services provided by an organization meet the needs and...

  • Head of People and Culture Managed People Solutions

    1 week ago

    Johannesburg, South Africa Managed People Solutions Full time

    **Managed People Solutions** is looking for the Head of People and Culture** in Gauteng** to work for a well-known **Liquor Company**. **Key Role Outputs** - Manage HR Operations - Manage Talent Operations - Manage Organizational Design, Development and Change - Coaching - Business Advisor - Manage Retention Strategy - Organizational Engagement & Morale. -...

  • Service Delivery Manager for Regional/global

    2 days ago

    Johannesburg, South Africa Hewlett Packard Full time

    The Service Delivery Manager manages the contractual service deliverables for our large and strategic accounts. The portfolio may include customized (Device as a service) and/or elevated priority services. You will be responsible to coordinate internal and external teams local/regional or global to ensure the service is at the right level and we meet our...

  • Head Transactional Fraud Management

    6 days ago

    Johannesburg, South Africa South African Bankers Services Company Pty Ltd Full time

    **Job Description**: BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties. PURPOSE The main purpose of the Head Transactional Fraud...

  • Service Manager

    2 days ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 69360 **Job Type** - Permanent **Job Title** - Service Manager **Computer Skills** - Ms Office **Industry** - Automotive **City** - Johannesburg (Incl. Northern Suburbs) **Province** - Gauteng **Purpose of Position**: - To oversee Service Area Managers, Warranty Manager & Service Plan Administrator **Key Performance Areas...

  • Service Delivery Manager

    Found in: beBee S ZA - 4 weeks ago

    Gauteng, Johannesburg, South Africa DSV Full time

    DSV’s job vacancy, Career and Recruitment Job title : Service Delivery Manager – Kempton Park jobs in Gauteng Job Location : Gauteng, Johannesburg Deadline : May 05, 2024 Quick Recommended Links Jobs by Location Job by industries Minimum Requirements Grade 12 Advanced Computer literacy level in MS Word, Excel, PowerPoint and Outlook WMS will be...

  • PAM 415605 - Service Coordinator – Construction – Randburg

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Johannesburg, South Africa Professional Career Services Full time

    Employer DescriptionCompanies offers services in project engineering, procurement, and construction for various industries.Job DescriptionYour duties will encompass:Managing Team Schedule.Coordinate all aspects of service operations, including scheduling, dispatching, and customer service.Ensure timely and efficient delivery of services to customers.Monitor...

  • PAM 415605 - Service Coordinator – Construction – Randburg

    Found in: Whatjobs ZA C2 - 7 days ago

    Johannesburg, South Africa Professional Career Services Full time

    Employer Description Companies offers services in project engineering, procurement, and construction for various industries. Job Description Your duties will encompass: Managing Team Schedule. Coordinate all aspects of service operations, including scheduling, dispatching, and customer service. Ensure timely and efficient delivery of services to customers....

  • Deployment Manager

    1 week ago

    Johannesburg, South Africa EOH Full time

    Skills Required: - Project/Delivery Account Management - Client engagement and Relationship Management - People Leadership Onsite - Johannesburg