Service Delivery Manager

At Advanced Projects and People, we provide managed services for end user computing, ICT resourcing, project management and consultation with some of the biggest companies in South Africa, across multiple industries and verticals. We are offering a position to an experienced Service Delivery Manager to ensure that an effective and efficient service is provided to all our customers and to run operations as an optimized department whilst ensuring adherence to SLAs.

This is an opportunity to harness your incident, problem and change management skills in a dynamic environment where you will be working closely with the CEO and Directors.

Duties & Responsibilities

• Understanding and executing company strategies and resolutions as defined by the CEO and as approved by the board of directors.
• Ensuring employee compliance to all company policies, especially with regards to leave, claims, petrol cards, and company asset usage.
• Monitoring and analysing the current provision of services to customers and work out a strategy for improving if necessary.
• Providing monthly highlight reports to assist the Executive Team to make calculated decisions.
• Assisting the team in maintaining cost-effective stock movements.
• Ensuring Customer Purchase Orders are obtained and that they are billed accordingly for moves and projects where applicable.
• Ensuing adherence to SLA.
• Managing overall Customer Satisfaction of service delivery.
• Ensuring familiarity with contractual obligations, signed with customers and business partners.
• Ensuring close cooperation with the Sales Department in assuring response to all opportunities and making sure that all deals are possible and profitable.
• Managing teams on-site to ensure they have clear job descriptions and that you are accountable for their productivity and efficiency in maintaining the highest levels of customer service.
• Setting measurable objectives and monitoring in order to reward and recognize good performance.

Minimum Requirements

• ITIL V3
• Grade 12/Equivalent NQF
• Project Management/Operations Management qualification (advantageous)