Group Service Delivery Manager (ICT) (JB1136)

SUMMARY:
Experienced Service Delivery Manager required to take full responsibility for managing national service contracts, driving the resolution of all technical issues and to act as the primary point of contact for clients

POSITION INFO:

Group Service Delivery Manager (ICT) (JB1136)

Midrand

Responsibilities:

Client and Stakeholder Management

Maintain positive relationships with customers by identifying customer needs and oversee service delivery.

Assess customer feedback and establish, improve, and refine services. Assist in management and measurement of conformance to service level agreements

Building partnerships and liaise with team leaders to determine the company’s services, delivery criteria, and solutions for issues that arise. Primary service interface and point of escalation.

Provide a service plan to manage and aggregate all relevant services. Understand the contract life cycle, SLA (Service Level Agreement) preparation and evaluation.

Create service delivery analytics, track service metrics, and communicate client reports.

Team and Performance Management

Lead the maintenance teams, nationally, managing conflict, and ensure that the team’s processes and tasks are carried out efficiently.

Schedule and chair regular operational service meetings.

Ensure performance management and skills development for the team. Be accountable for the output and performance of the team. Coach, motivate, reward, counsel and discipline employees.

Operational Excellence

Honing and leading improvement team for the delivery infrastructure. Manage projects, tracking progress and KPIs.

Participate in audit compliance reviews and action appropriately

Ensure all RFOs (Ready for Occupation) and RCA (Root Cause Analysis) documentation is updated and submitted.

Identify and analyse contract delivery issues raised, resolved and identify trends. Control the quality-of-service delivery.

Recruiting and On-boarding Team Members

Take the lead in recruiting, selecting, training quality employees. Ensuring that proper training takes place for all new hires.

Requirements:

8+ years’ experience in in a similar role specific to the ICT industry

4 + year project management experience

Knowledge and experience in organizational effectiveness and operations management

Knowledge of business and management principles and practices

Ability to work in a high pressure, stressful and fast paced environment while remaining professional at all times

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