Service Delivery Manager Information Technology (5-year contract)

Contact person for this position

Amori Prinsloo

amori@joblinkplacement.co.za

Website: www.joblinkplacement.co.za

Overview:

The Service Delivery Manager (SDM) is responsible for making sure that services are being seamlessly delivered to the customer and will engage on issues with technical and non-technical stakeholders.

 The SDM:

• is the Primary Customer Communications channel and the pivotal point of contact with the customer technical teams on day-to-day operations
• is the key company representative in delivering the services to the customer, and establishing processes to provide consistently high levels of customer service in a cost-effective manner
• facilitates customer engagements, working to ensure customer satisfaction, and improve our footprint and coverage within a customer
• manages and schedules the workload of the Operational team resources that may be on-site or remotely, as well as look after the on-site environment at customers where we have on-site resources, including day to day health checks on the system, and the execution of the tasks aligned with the Maturity Framework Process Flow to reach maturity within the agreed timelines; and
• is responsible to provide feedback to the Manager Services and to ensure that the company meets customer expectations and keeps within the scope of its agreed contract.

Key Responsibilities:

• To establish and maintain tight relationships with all customer teams as well as business key stakeholders to ensure the best possible collaboration.
• To establish and maintain tight relationships with sub-contractors providing any contracted company services to customer.
• To monitor and manage the day-to-day availability and optimized functionality of the service infrastructure and outputs of sub-contracted providers to ensure Service Level Agreements are met.
• To track, with the help of the Project Manager, the entire lifecycle of projects, addressing requests for change in project planning, budget or features, confirming that the status and responsible team of each project is always defined and appropriate (as agreed between Advisory/Project/Operations teams).
• To identify customer needs and manage Service Delivery within the business context.
• To build partnerships and liaise with Customer Teams to determine the company’s services, delivery criteria, and solutions for issues that may arise.
• To lead the company Customer Operations Team (onsite or remote), managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
• To build a relationship of trust with customer.
• To engage in meetings and discussions with the customer, and document these for sharing with relevant touchpoints in the company, either commercial and / or technical.
• To complete a customer request fulfilment process by doing a final handover, getting signoff, and providing training on each request fulfilled.
• To provide feedback in the form of reporting and dashboards to present weekly / monthly exceptions and improvements to company management and customer.
• To verify reports and ensure tickets are addressed correctly and timeously.
• To make recommendations for service improvement.
• To measure the level of satisfaction of the main stakeholders, escalating issues when necessary.

Technical Reviews

Daily Reporting on the health and availability of the infrastructure

Schedule and facilitate weekly technical review sessions between the customer and the relevant technical SME Teams:

The following should be covered in these sessions as a minimum:

• Availability
• Performance
• Incidents Logged
• Service Requests
• Optimization / Enhancements
• Risks
• Reporting

Ensure that the agreed reports are compiled and presented to the company Manager Service Delivery:

• Daily/Weekly Reports
• Monthly Service Review
• Outstanding Issues

Qualifications:

• Minimum 8 years of experience in Service Delivery Manager position is preferred
• Extensive knowledge of Networking Principles (LAN/WAN, OSI Layer, TCP/IP, and other networking protocols)
• ITIL & ITSM certification is optional but preferred
• Understanding of network protocols and packet analysis tools
• Excellent leadership and management skills showcasing a coaching and mentoring style
• Proven experience in change management; and
• Excellent communication and interpersonal skills, coupled with the ability to negotiate and influence at all levels

Work Environment:

The role may require attending onsite meetings and travel if necessary.

Area:  Centurion

Salary:  R 75 000 – R 83 000