Service Delivery Manager - Health Sector

SUMMARY:
The Service Delivery Manager (SDM) owns the overall business relationship with the health industry customers as well as end-to-end IT service delivery such as Electronic Health Records (EHR) and clinical decision support tools while maintaining high standards of patient data security and system availability. Accountable for managing the quality of service delivery as well as being responsible for account retention and growth. The SDM is responsible for the P&L for these accounts.

POSITION INFO:
FORMAL EDUCATION:
· Grade 12 (NQF 4)
· Bachelor’s degree in computer science, 3-Year-related qualification, or equivalent practical experience

EXPERIENCE:
· Minimum of 10 years of progressive ICT work experience, at least 2 years in an IT / Service Management role
· Proven experience in IT service delivery management, IT Operations, or professional services environment.
· A good understanding of clinical environments or medical health systems.
· A good understanding of IT technical solutions / landscape
· A good understanding and experience in Contracts Management
· A good understanding of Financial and Management Accounting

TECHNICAL / LEGAL CERTIFICATION
· ITIL Foundation certification or higher.
· ISO/IEC 20000, COBIT IT Governance and Compliance and or Project Management certificate will be an added advantage

RESPONSIBILITIES:
Service Delivery Management

• Determine, document, and agree requirements for new services and produce Service Level Requirements on assigned clients.
• Hold delivery teams / line of business accountable for delivering services satisfactorily as per the agreed service levels.
• Proactively escalate unresolved issues with relevant internal and external stakeholders
• Communicate proactively and clearly with the key stakeholders to ensure effective, timely understanding and reporting of relevant information.
• Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided to customers and other relevant stakeholders.
• Develop and maintain effective stakeholder relationships at all appropriate levels across the organisation.
• Foster and maintain strong relationships with clients, acting as a trusted advisor and point of contact.
• Communicate effectively to ensure the IT service team understands deliverables to, and expectations from the customers.
• Attend to client escalations in a timely and satisfactory manner.
• Proactively identify opportunities to upsell additional services or products to clients.
• Identify and drive technological improvements that enhance business outcomes of the assigned customers.
• Conduct client satisfaction survey and improvements resulting from CSAT surveys.
• Support and or lead the renewal of contracts for assigned customers.

• Consolidate and Review customer reports against agreed customers service levels for contracted IT services.
• Present periodic reports to clients as stated in the Service Level Agreements or as required.
• Communicate proactively and clearly with the key stakeholders to ensure effective, timely understanding and reporting of relevant information.
• Ensuring agreed transition processes and schedules are followed for successful introduction of new services or versions of existing services.
• Provide business review presentation including financial report as per business requirements.

• Ongoing review and alignment of service offerings with customer requirements.
• Facilitate deep dive discussions in service failures and highlight areas of improvements.
• Providing coaching, mentoring, support and guidance to service team.

• Ensure that assigned customers have valid contracts as part of transition process and that the contract documentation is stored in the appropriate content management portal.
• Contribute to contract discussions as required for new and additional services offered to customers.
• Ensuring that CPI and other contractual obligations stated in the contracts are fulfilled by the relevant service lines.
• Ensure that contracts are amended where additional services have been procured by the assigned customers.
• Facilitate submission and approval of RFQs for assigned customers.

• Plan and provide the annual budget input for the assigned customers to the overall budget.
• Maintain a consolidated view of costs and risks across lines of service including financial analysis in collaboration with service lines and finance managers.
• Assist with determining accurate cost of new business both on existing clients and new (bids)
• Manage and provide monthly budget forecast and actuals for allocated customers.
• Ensure that customers are billed accurately for services rendered.
• Follow-up and escalate to the relevant stakeholders on unpaid invoices and overdue accounts.

• Scan and audit environment to ensure conformance to processes and standards for assigned customer contracts.
• Ensure that all documents related to the assigned customers are stored in the agreed SharePoint Portal or relevant ECM portal.
• Participate in Governance, Risk and Compliance activities as required.
• Maintain an accurate risk and issue register for assigned customers.

• Maintain training records, skills, and certification for the resources assigned to their customers.
• Recommend training interventions for resources allocated to the assigned customer accounts to ensure adequate service delivery.
• Highlight service failures and concerns due to insufficiently skilled resources to the relevant service lines.

• Complete and execute on annual personal development plans.
• Participate in opportunities for knowledge sharing within Gijima.

• Excellent communication and presentation skills, with the ability to interact effectively with clients, stakeholders, senior executives, and team members.
• Strong leadership abilities, including the ability to inspire and motivate teams to achieve service target goals.
• Exceptional problem-solving and decision-making skills, with the ability to prioritize tasks and manage multiple customer accounts simultaneously.
• Demonstrated ability to build and maintain strong client relationships and ensure client satisfaction.
• Business Development Skills and results oriented

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