Service Delivery Manager

1 month ago


Sandton, South Africa Dimension Data Full time
Functieomschrijving

Oversees the coordination of customer service and support activities which may include the delivery of pre- and post-sales services, customer care and retention, installation, technical support, repair, and maintenance of organization’s products.

Operations management:

Responsible for the day to day running of the Operational tasks in line with the performance measures established by the business and ensure maximum up-time and the accurate and early response to client operational issues.

Run the managed services operations in alignment to the service management service operations (SMSO) processes, delivering contracted outcomes to our clients.

Service delivery management:

Create and maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model.

Responsibility for resource planning and work allocation to meet agreed service levels.

Investigate and solve client problems which have been escalated by client and operational teams.

Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents.

Follow established procedures in terms of major incidents, root cause analysis, problem management, communication and incident management.

Continuous service improvement:

Engage with clients for technical operational requirements as part of routine operations.

Plan and implement key service improvement priorities based on a continual service improvement approach and feed continual service improvement priorities into automation team.

Research new techniques and alternative methods to increase efficiency.

 

Client satisfaction:

Apply necessary processes and procedures to meet or improve client satisfaction requirements, as defined by the business.

Assist with the development of client service policies, procedures and standards that will ensure the continued satisfaction of Dimension Data clients.

Engage internal teams, Dimension Data stakeholders and clients to capture client feedback and/or to discuss possible improvements to services provided.


People management:

Responsible for the day to day management of the team, creating and executing on plans and reporting on the activities required by the business.

Ensure that employees reporting to them are motivated, engaged and understand their career opportunities, by taking responsibility for the training and development of their team members.

Guide the team through transformational objectives set out by the business.


Relationship management:

Implement stakeholder engagement/communications plan.

Deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.

Collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management.

Assignments received include goals and the process by which to meet the goals.

Gives direction to employees according to established policies and management guidelines.

Applies judgement within defined policies and procedures

Requirements

Qualifications & Experience 

General qualification in Technology (Technology Diploma / Degree)

Certifications required & optional

ITIL foundation certification (V3 or latest)

Safe Agile

Azure

AWS

VMware

Management Diploma / Degree

MBA

Work experience required

12-14 years’ work experience

At least 10 years’ experience in management of people, process and technology

Relevant experience in Data Centre, Collaboration and Microsoft stack

Good organisational and effective team leadership skills

Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers

Experience in organisational change management (transformational experience)

Understands budgets and cost management

Strong leadership skills including effective time management, prioritisation and delegation of work

Experience in coaching and mentoring teams on a daily basis

Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)



  • Sandton, South Africa Dimension Data Full time

    FunctieomschrijvingOversees the coordination of customer service and support activities which may include the delivery of pre- and post-sales services, customer care and retention, installation, technical support, repair, and maintenance of organization's products.Operations management:Responsible for the day to day running of the Operational tasks in line...


  • Sandton, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...


  • Sandton, South Africa Absa Bank Limited Full time

    Empowering Africa's tomorrow, together one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...


  • Sandton, South Africa Full Circle HR Full time

    Our client is looking for an energetic individual who enjoys providing excellent service through excellent service delivery and use of their technical expertise to solve everyday problems for their client.This role is focused within the service delivery in IT environment and will be allocated to a specified client. Manage the client's expectations and...


  • Sandton, South Africa Sasria Full time

    Closing Date - 2024/05/06 - Reference Number - SAS240422-1 - Job Title - Human Capital Service Delivery Manager - Job Type - Permanent - Division - People Management - Department - Human Capital Operations - EE Occupational Levels - Level 7: Middle and Senior Management - Location - Town / City - Sandton - Location - Province - Gauteng - Location - Country -...

  • Delivery Manager

    4 weeks ago


    Sandton, South Africa Discovery Ltd. Full time

    **Business Unit**:Discovery Health**Function**:Information Technology**Date**:6 Jul 2023**Discovery - Clinical Systems & Healthcare Services** **Delivery** *** **Manager** **About Discovery** - Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and...

  • Delivery Administrator

    2 months ago


    Sandton, South Africa BUI Full time

    Responsibilities Include, but are not limited to the following: - Assist Delivery Managers with the tracking of engagements. - Ensure correct company processes are followed. - Document Action Items and next steps for all engagements - Follow up with Team members to ensure the completion of tasks within timelines - Escalate any engagement concerns to...


  • Sandton, South Africa Kamo Placement Full time

    Gauteng, Sandton - Annually Cost To Company (Market related, Negotiable) The role is responsible for the Human Capital operations team, payroll & Benefits as well as Facilities, and plays a critical role in ensuring that the teams are fully supported. **JOB DESCRIPTION** - Translate the company and Human Capital strategy into an implementable plan. -...


  • Sandton, South Africa Blue Label Telecoms Full time

    **About Company** We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We reach them by using both physical and virtual distribution channels. We target many of our services...

  • Delivery Manager

    2 weeks ago


    Sandton, South Africa Discovery Ltd. Full time

    Business Unit:Discovery HealthFunction:Information TechnologyDate:6 Jul 2023Discovery - Clinical Systems & Healthcare ServicesDelivery***ManagerAbout Discovery Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose...


  • Sandton, South Africa Blue Label Telecoms Full time

    **About Company** We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We reach them by using both physical and virtual distribution channels. We target many of our...

  • Delivery Consultant

    4 weeks ago


    Sandton, South Africa Magic Orange Full time

    **MagicOrange** is a globally recognized leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high growth phase. Our mission is to empower individuals and organizations, making them more valuable through our innovative...


  • Sandton, South Africa Dimension Data Full time

    FunctieomschrijvingDescription5 - 10 years experience in Customer Delivery environment.Must be familiar with application delivery, application sunset and strategiesMust be familiar with Change Advisory BoardsMust be able to manage Application roadmapsMust manage all levels of StakeholdersManage Service Level Agreements and work towards optimisation and...

  • Delivery Manager

    2 weeks ago


    Sandton, South Africa Discovery Ltd. Full time

    Business Unit:Vitality RSAFunction:Information TechnologyDate:29-Mar-2023- Discovery - Vitality RSA Systems Delivery ManagerAbout Discovery Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with...


  • Sandton, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary To...


  • Sandton, South Africa BUI Full time

    Responsibilities Include, but are not limited to the following:Assist Delivery Managers with the tracking of engagements. Ensure correct company processes are followed. Document Action Items and next steps for all engagements Follow up with Team members to ensure the completion of tasks within timelines Escalate any engagement concerns to Delivery Managers...

  • Delivery Driver

    1 week ago


    Sandton, South Africa Reckit Management Consultancy Full time

    Join our team as a Delivery Driver and play a crucial role in ensuring timely and efficient delivery of goods to our customers. If you're dependable, customer-oriented, and enjoy being on the road, we want to hear from you!TasksResponsibilities:Safely and responsibly operate company vehicles (van, truck, etc.) to deliver products to customers on assigned...

  • Delivery Consultant

    2 weeks ago


    Sandton, South Africa Magic Orange Full time

    MagicOrange is a globally recognized leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high growth phase. Our mission is to empower individuals and organizations, making them more valuable through our innovative...

  • Delivery Director

    2 months ago


    Sandton, South Africa Boomtown Full time

    Boomtown’s Delivery sits at the heart of our transformation into a modern, efficient, and effective agency. As head of delivery, you are a strategic leader and trusted advisor who drives the art of making: From client brief to post-mortem, you grease the wheels, maximise efficiencies, and weed out operational inefficiencies throughout Boomtown’s largest...


  • Sandton, South Africa Blue Label Telecoms Full time

    **JOB PURPOSE** Responsible for establishing and maintaining service management processes, frameworks, and standards, with a focus on enhancing service quality, reliability, and user satisfaction. Align technology solutions with business goals, by managing a team to ensure the efficient and effective provision of IT services, support, and solutions....