Service Delivery Manager

SUMMARY:
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POSITION INFO:

The Service Delivery Manager is a key senior role which involves overseeing the delivery of efficient and optimized support for services within in the environment as per agreed contract with the client. It is the service delivery manager's job to make sure the services are engendered as per the SLA, with an efficient service that exceeds the expectations and needs of customers and clients.

What you'll do:

• Manage teams to deliver the service as per contract
• Facilitate HR processes with involvement from HR
• Manage the team capacity and knowledge
• Identify opportunities to grow the business
• Line Management and Performance Management via OKR's
• Service Level Management (tight SLAs) and reporting
• Management of 3rd party vendors/suppliers
• Build, maintain and improve client relationships
• Lead and drive operational goals and meetings
• Provide accurate operational reports
• Customer Satisfaction Management
• Facilitate and enforce change management
• Demonstrate problem solving and troubleshooting skills
• Management and alignment of MES and IIT groups across sites
• Researching new/enhanced technologies and alternative methods of efficiency
• Developing and applying the appropriate application/technical/architectural approach in preparation of proposals and quotations requested by the customer.
• Drive training and enforcing quality standards
• Managing quality assurance/improvement programmes
• Managing cost and drive cost saving
• Design and maintain operational processes and procedure to support service delivery
• Senior Standby Duties
• Manage relationships with and between team members
• Facilitate recruitment of best people with HR
• Demonstrate leadership and mentoring skills
• Communicate effectively
• Responsible for following and enforcing all applicable corporate, company, and regulatory policies and procedures
• Be responsible and accountable for all company assets under the function’s control
• Maintain awareness of the staff morale in the department and take necessary action to maintain positive morale and /or address declining morale levels within the operational team
• Provide effective and pro-active leadership
• Responsible for new sales and upsell into current clients

Your Expertise:

• 10+ Years of Experience in an IT Operational Environment
• 5+ Years of Line Management Experience
• IIT Experience
• MES Experience

Qualifications:

• Essential Qualifications:
  • Grade 12
  • Bachelor’s degree or diploma in Computer Science
• Preferred Qualifications:
  • ITIL Certification