Service Delivery Manager

SUMMARY:
The Role:

Essential functions:

Partner for Life

• Creditors - Manage creditors in line with the financial arrangements in place
• Debtors-Ensure that customers are invoiced in line with the contractual agreements in place
• Bad Deb...
  
  

  POSITION INFO:
  The Role:

  Essential functions:

  Partner for Life

  • Creditors - Manage creditors in line with the financial arrangements in place
  • Debtors-Ensure that customers are invoiced in line with the contractual agreements in place
  • Bad Debt management - collection of debts in excess of 60 days
  • Escalations-Ensure that all customer concerns/escalations are addressed and resolved timeously. Escalate to Operations ans ensure that progress is provided to the customer.
  • Monthly Service Reporting Packs - Prepare the monthly SLA packs for the customer SLA meetings.
  • Monthly Service Reporting Packs Submission - ensure that the packs are delivered in line with the specific contract requirements
  • Meetings-For Clients that request monthly meetings ensure that this is completed and minutes shared accordingly 

  Right First Time

  • SLA Achievement-To achieve the objectives and deliverables as per contract requirement
  • Cost Containment -To manage productivity and cost containment to ensure achievement of Cost Containment Targets  Budget vs. Actual.
  • Deadlines-Ensure that all deadlines are met in accordance Deadline Matrix Report.   
  • Programme and Project Management - Ensure that projects are delivered in line with customer expectation and the right level of quality
  • Governance - implement the relevant governance structures as per agreed account plans
  • Drive the achievement of high customer excellence - ensure that the customer satisfaction levels are at at least 80% high satisfaction. Come up with initiatives to delight the customer
  • Continuous Improvement Plans - develop and own the continuous improvement plans for the account. Identify opportunities for optimisation/continuous improvement plan
  • Operations Costs - manage, contain and where possible reduce operational costs
  • Penalty Management - manage and mitigate the levying of excuse performance penalty

  Sustainable transformation

  • Human Resources-Adhere to HR procedures and policies
  • Performance Contracting-Performance Contracting completed on time based on achievement of business targets and inclusive of Personal Development Plans
  • Performance Review and Appraisal-To conduct performance reviews signed off  prior to  performance appraisal period and at the end of the performance cycle
  • Internal processes-Ensure internal documented processes are adhered to . Non Compliance to be recorded and Corrective actions raised .
  • Staffing - employ in line with the employment equity requirements of the organisation

   

   

  Skills and Experience:

  Essential Qualification:

  • Service Management - ITIL
  • IR Certificate / Diploma
  • Service Delivery Management - ITIL Management

  Preferred Qualification:

  • A+; N+; MCSE or National Diploma
  • ITIL Management
  • Tertiary qualification in IT or equivalent
  • ITIL Foundations

  Experience required:

  • Supervisory responsibilitiesâ??direct reports, managing a team that provides service 24x7
  • Operational experience - 3 years
  • Contract Compliance and Management - 3 years
  • Budgeting - 2 years
  • SLA management - 3 years
  
  
  

   

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