IT On-Site Service Delivery Manager

SUMMARY:
Our client, an IT company servicing the hospitality industry, is currently looking to hire an On-Site Service Delivery Manager. 

POSITION INFO:
Responsibilities:

• Responsible for keeping up to date on knowledge base for all company products.
• Responsible for overseeing new installs, add-ons/upgrades and support calls are for all company products.
• Responsible for ensuring Installation Toolboxes are maintained at Par Levels and ensure sign out procedure of the toolboxes is maintained.
• Responsible for implementing new installation procedures, communicated by Senior Management, implementing the standard, and monitoring installations regularly to ensure standards are maintained.
• Responsible for overseeing that Installation / Support checklists are submitted as per procedure.
• Oversee technical training of all the Installation and Support technicians to the standard, ensuring all training is documented, and first vetted by our internal training department and Senior Management.
• Ensure that the regions which fall under our EC office also are trained to the set standard and are monitored periodically by visiting the regions.
• Regular site visits to new installations, as well as regular visits to customer who have recently had support calls completed onsite.
• Responsible for Onsite meetings (New Sites / High Priority / Critical Issues). Meeting minutes to be taken and communicated to the relevant parties.
• Responsible for monitoring Daily Schedules of Installation and Support technicians, therefore ensuring all appointments are handled in a timely manner.
• Liaise with the technical co-ordinator(s) during office hours to ensure calls are dispatched effectively and monitor coordination of onsite calls after hours.
• Responsible for management of onsite calls for Installation and Support technicians (E.g. Tech whereabouts, Progress, ETA, etc)
• Liaise with the Setup Department to ensure all setup deadlines, stock testing deadlines are met.
• Monitoring of Dashboards – Onsite Calls, Setup Department, SLA dashboard, Installations.
• Responsible for maintenance of One Drive repository for Images and software for all company products.
• Spot checks on Tools / Assets for Installation and Support technicians, including checking images once a month.
• Responsible for hosting general stand up meeting with Installation and Support technicians each week, compiling minutes for the meeting and sending to Senior Management.
• Responsible for ensuring Standby handover checks are completed each week.
• Responsible for compiling Standby roster each month (To be submitted to Senior Management for approval)
• Maintain a consistent high standard of service delivery for ALL company customers in the Eastern Cape.
• Delivering and maintaining a high standard of communication with staff and clients
• Always be aware of ALL service delivery aspects of our clients.
• Responsible for executing day to day tasks given by Senior Management.
• Reporting to Senior Management for any aspects of the above duty list.

• Experience in a similar / management role in the IT industry.
• Matric + IT Qualification
• Drivers and Own Reliable Transport