Service Delivery Manager

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.

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.