Service Delivery Manager

We are searching for a Service Delivery Manager tomanage the service delivery for one of the largest IT Companies (EOH) in South Africa.This is a permanent contract based in Cape Town. 

The ideal candidate will take ownership of the designated customer(s) and be able to effectively coordinate resources, projects and activities with external business partners and internal teams to ensure the delivery of the best possible value of IT and process to the business, client and partners.

Qualifications Required:

• Grade 12
• ITIL Foundation V.3
• Soft Skills
• Proficient in Word/Excel/Powerpoint 

Preferred Qualifications:

• Applicable Tertiary Qualification
• ITIL Service Operations
• Project Management Certificate
• MCSE / International Equivalent

Experience required:

• Function related experience: 3-5 years
• Contract Management
• Project management techniques and theory

Duties/Responsibilities:

• Serves as the primary point of contact regarding overall and day-to-day service delivery, as well as new projects and initiatives
• Identify, develop and implement techniques to improve engagement, productivity, increase efficiencies, mitigate risks, resolve issues and optimise service delivery
• Establish and maintain effective governance and forums both client facing and internal including measurement and reporting of these.
• Ensure Service Level Agreements and Key Performance Indicators as defined in the relevant contracts are met or exceeded.
• Ensure the customers, partners and internal teams are apprised of status and receive the required feedback promptly.
• Accountable for managing the delivery of services such as business process and information technology to clients.
• Ability to forecast release schedules, create product roadmaps and report on progress of these.
• Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the quality, schedule, risks, scope of work and budget
• Work very closely with delivery teams and is responsible for managing change as well as accepting or rejecting work results

Work Environment:

• Hybrid work environment, work from customer site, iOCO office in Claremont and from home.

Physical Demands:

• Must have own transport and be always available to manage customer SLAâ??s.

Travel:

• Travel to Gqeberha (Port Elizabeth) will be required monthly.