National Service Delivery Manager

 

Recruiter:

Data Centrix

Job Ref:

JHB005868/Koki

Date posted:

Thursday, April 7, 2022

Location:

Midrand, South Africa


JOB SUMMARY:
We are currently looking for a National Service Delivery Manager to appoint on a 36 months fixed term. A National Service Delivery Manager is responsible for managing the successful delivery of contracted services to various Strategic customers, as well as manage multiple Service Delivery Managers

JOB DESCRIPTION:

QUALIFICATION AND EXPERIENCE:
  • ITIL certification
  • Minimum of 5 years’ Service Delivery experience within the IT sector
Operational Support:
  • Acting with Integrity: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
  • Business Leadership: Pursuing goals; taking action; upholding standards; managing tasks; seizing opportunities
  • Critical Thinking: Able to assess a problem or situation using effective logic. Uses important information to make logical assessments and formulating recommendations.
  • Prioritizing and Organizing Work: Allocates time and attention based on what is most important to achieve key goals and objectives.
  • Effectively organizes and balances tasks and priorities to keep multiple projects on track.
  • Management: Leads single or multiple teams to optimize their output that is the result of simple or complex processes
  • Specialist: Accountable for a functional area of expertise in business area.
  • Deals with complex situations with many unknowns requiring the adaptation of standards of professional discipline or business unit to best suit varied situations.
  • Resolves problems using judgement based on extensive theoretical and practical knowledge as well as research where required
  • Effective first point of escalation for any issues or problems raised by the client, engagement layer or supplier and arbitrates in situations of conflict.
  • Develop and manage effective stakeholder communication plans with internal stakeholders and clients, keeping them updated on progress.
  • Manage continual service improvement processes, benchmarking & identifying external drivers for service improvement i.e. governance, regulatory.
  • Measure, report and communicate service improvement initiatives and ensure that all approved actions are completed and that they achieve the desired results.
  • Effectively initiate actions, including the enforcement of any penalty clauses, to bring contracts back into alignment or to terminate them as and when required.
  • Keep aware of changing business needs as identified by clients.
  • The provision of services into the Client organization based on the services defined and in accordance with the contractual obligations agreed to between the service provider and the Client.
  • Manage the standardization of processes (ITIL) and procedures governed by defined policies and supported by a well-defined and managed technology infrastructure to ensure consistency of service delivery.

Continuous Service Improvement:
  • Collect data and analyse trends compared to baselines, targets, SLAs and benchmarks.
  • Set Continual service improvement in efficiency and cost effectiveness throughout the entire service lifecycle
  • Initiate a service improvement plan through the CSI process and ensure the implementation of the approved improvements
  • Provide a means for staff members to recommend improvement opportunities
  • Measure, report and communicate service improvement initiatives
Customer Experience and Satisfaction:
  • Monitor client satisfaction and ensure solution delivery relationship with client service IT / staff is maintained from inception to service completion
  • Continuously establish strong relationships with internal service providers to ensure a supportive and trust-worthy relationship.
  • Successfully identify key staff in the client organisation, especially those involved in delivery.
  • Establishing the correct governance structures for the delivery of the contracted services.
  • Be the Single-Point-of-Contact between Client and Service Provider.
  • Participate in contract and commercial review on a quarterly basis.
  • Participate in the development and implementation of the tactical business strategy.
  • Facilitate strategic advisory services to continuously introduce innovative new solution to Clients.
  • Responsible to drive feedback and communication to the customer on all escalated incidents
Managing Human Resources:
  • Establish organisational structure and delegate authority to empower subordinates.
  • Cultivate a culture of teamwork through collaboration, interaction and regular communication with relevant stakeholders.
  • Motivate and coach the team to deliver against performance targets, develop and enhance team effectiveness.
  • Manage and maintain the attraction and retention of talent, and manage and empower people to execute operations
  • Develop relationships with the business colleagues so as to be viewed as a trusted advisor
  • Performance management of all contract resources onsite.
  • Ensure efficient workforce planning.
  • Complete KPI’s and PDP for all contract employees.
  • Proactively build a database of suitable replacement resources for all areas of the business.
  • Manage staff productivity
  • Be a team leader and ensure cohesive work flows between interdepartmental teams
Financial Management:
  • Continuously ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted PBIT
  • Demonstrates financial awareness; controls costs and thinks in terms of profit, loss and added value.
  • Accurately verify billings to be forwarded to clients.
  • Continuously assess, manage and monitor financial risks
  • Ensure a detailed understanding of the service costing model per customer and ensure services are delivered within the cost model defined for the customer services.
  • Establish ongoing service enhance requirements within the client’s environment to ensure revenue and contract growth.
  • Maintain healthy customer profitability through successful fee negotiations and cost management
  • Participate in budgetary and forecasting processes.
  • Responsible for the profitable execution of the contracted services
Query Management:
  • Escalation management and customer engagement.
Risk Management:
  • Pro- actively identify and manage risk to the business.
  • Prepare and managed consolidated Risk Register.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

Similar jobs you might be interested in:

CFO
Location: Midrand
Salary: 2 000 000
A market-leading integrated services group, with a strong national footprint, is seeking a commercially astute and strategic CFO to lead their finance function. This role offers the opportunity to shape the financial direction of a respected organisation that values integrity, innovation, and excellence in service delivery.
2 days ago


Technical Buyer
Location: Johannesburg
Salary:
2 days ago


Technical Facilities Manager
Location: Johannesburg
Salary: 650000 Annually
We are looking for an experienced Technical Facilities manager to join a leading property management company. In this role, you will oversee facilities management operations, ensuring the smooth and efficient running of building systems, maintenance, and property services. You will manage contractors, staff, and budgets, while maintaining compliance with health and safety regulations.
3 days ago


Head of Temporary Employment Services (Labour Broking)
Location: Pretoria
Salary: Annually
Background:Ecellent career opportunity for a Head of Temporary Employment services to spearhead & grow the company's national TES operations
3 days ago


Field Sales Executive
Location: Midrand
Salary: R20 000
We are looking for an energetic, dynamic and target driven Field Sales Executive for a multi-national company based in the Midrand area.
3 days ago


Sales Director
Location: Johannesburg
Salary:
4 days ago


Technical Buyer
Location: Johannesburg
Salary: 360000 Annually
We are looking for a Technical Buyer to play a pivotal role in bridging internal teams and external stakeholders. In this role, you will manage end-to-end procurement processes, ensuring the right balance between cost, quality, and timely delivery, while supporting sales operations and enhancing customer engagement. If you thrive in a fast-paced environment, excel at multitasking, and are committe...
6 days ago


SENIOR FINANCE ADMINISTRATIVE TEAM LEADER
Location: Centurion
Salary: Market related
To lead and mentor the administrative team, coordinate workflows, and ensure client support.
7 days ago


Logistics Call Centre Operator
Location: Pretoria
Salary: Market-related
Join a high-impact logistics control centre that keeps a national fleet moving, safely and on time.
9 days ago


Sales Representative Luxury (High-end & Furnishings finishings)
Location: Johannesburg
Salary:
10 days ago


Create a free job alert for National Service Delivery Manager in Midrand

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions