Service Delivery Manager

Recruiter:

H2R Africa

Job Ref:

JHB000655/Ingri

Date posted:

Thursday, August 25, 2022

Location:

Johannesburg, South Africa

Salary:

Market related Monthly

JOB SUMMARY:
Our client has a PERMANENT vacancy for a Service Delivery Manager with Strong IT skills combined with strong Project Management skills. Successful candidate must be able to manage a team ie Strong Team Management is very important.

JOB DESCRIPTION:

PLEASE NOTE THAT ONLY SUCCESSFUL CANDIDATES WILL BE CONTACTED. PLEASE DO NOT APPLY IF YOU DO NOT QUALIFY IN FULL

IT Related Tertiary Qualification (Degree or Diploma)
Project Management Certification

ITIL V3/V4 (Foundation Experience in Microsoft Office, Excel, Word, Powerpoint, and Outlook)
Minimum of 7 Years of IT Service Delivery experience
Ability to prioritise tasks
Time management and multi-tasking skills with the ability to meet deadlines
Strong attention to detail
Critical thinking and problem solving
Adaptability & ability to tolerate stress
Must be able to manage a team
SQL
C#
Typescript
MS PowerBI

Implementation of ITIL Principles and Guidelines.

Incident Management
Problem Management
Change Management
Release Management
Deployment Management

Accountable for all Production customers.

Accountable for customer review strategy using both NPS and CSAT formats
Profitability of each Account
Negotiations on current contracts
Growth in current space
Growth in other spaces
Profitability of each SLA contract
Monthly Account Review sessions
Creation of monthly Care Report template for quickest possible TAT
Quarterly SLA Review sessions
Deep dive into tickets raised to compile a full report of SLA TAT targets
Yearly re-negotiation of contracts
Stability of Production environments
Personal record of 120 days without a high severity issue across all customers
Reduced ticket count by 75% within a year

Accountable for all Service Delivery team members.

Creation and Implementation of Connect Contracts for Support staff to measure KPI targets
Alignment with the International SFIA framework
Alignment with expected skills vs salary bracket
Staff growth and happiness
Pushing staff to better themselves through learning and upskilling
Movement of staff between departments if career paths change
Staff wellness program
Create a safe and secure work environment
Staff engagement events and sessions
Team building events
Staff skills and capacity
Skills MATRIX was created to measure current skills vs required skills
Create various upskilling paths for staff
Break key person dependency of staff
Overtime policy and procedures were created to limit the number of overtime hours worked.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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