Service Delivery Manager

SUMMARY:
Datacentrix is looking for an experienced Service Delivery Manager (SDM) to be responsible for overseeing the delivery of IT services, with a focus on break-fix support and incident management. This role ensures that service levels are met, issues are resolved efficiently and client expectations are consistently exceeded. The SDM will work closely with technical teams, vendors and customers to maintain high service quality and operational efficiency.

POSITION INFO:
Qualifications, Skills and Experience Required:

• Matric Degree/Diploma in IT, Computer Science, or a related field.
• ITIL Certification
• Proven experience as a Service Delivery Manager or similar role in IT support and break-fix services.
• Strong knowledge of hardware troubleshooting, network support and incident management.
• Excellent communication, leadership and stakeholder management skills.
• Ability to analyze service data and drive operational improvements.

• Experience managing outsourced service providers and vendor relationships.

• Oversee the end-to-end delivery of IT support services, ensuring adherence to SLAs.
• Manage break-fix operations, ensuring timely resolution of hardware and software issues.
• Act as the primary point of contact for escalations, resolving service-related concerns effectively.
• Develop and implement processes to improve service efficiency and response times.

• Supervise break-fix teams responsible for diagnosing and repairing hardware/software failures.
• Ensure rapid identification and resolution of technical issues to minimize downtime.
• Collaborate with engineers and technicians to optimize troubleshooting and repair processes.
• Maintain detailed incident reports and analyze trends to implement preventive measures.

• Manage and mentor service delivery teams, ensuring they meet performance targets.
• Coordinate with third-party vendors and suppliers for hardware replacements and repairs.
• Ensure teams are equipped with the necessary tools and resources for effective break-fix operations.