Service Delivery Manager

Recruiter:

Data Centrix

Job Ref:

JHB005869/Koki

Date posted:

Thursday, April 7, 2022

Location:

Midrand, South Africa

JOB SUMMARY:
We are looking for a Service Delivery Manager to appoint on a 36 months fixed term contract. A Service Delivery Manager is responsible for successful delivery of contracted services to a customer. The role is to establish and maintain relationships between customers and internal lines of business with the key objective of ensuring consistent, efficient, and improved delivery of services through effective communication, negotiation, measurement, and management of service levels. A Service Delivery Manager plays a vital role in improving the user experience by ensuring the delivery of exceptional service that meet and exceed customer demands.

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.

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