Service Delivery Manager I

SUMMARY:

Lead. Optimize. Deliver. iOCO Infrastructure Services Invites You to Explore Possibilities.

Are you a strategic thinker with a passion for ensuring seamless service delivery? Do you thrive in a fast-paced environment where customer satisfaction and operational excellence go ha...

POSITION INFO:

Lead. Optimize. Deliver. iOCO Infrastructure Services Invites You to Explore Possibilities.

Are you a strategic thinker with a passion for ensuring seamless service delivery? Do you thrive in a fast-paced environment where customer satisfaction and operational excellence go hand in hand? If so, we want YOU on our team!

We arelooking for a Service Delivery Manager I, who you’ll be at the heart of driving top-tier service experiences, optimizing processes, and ensuring smooth coordination between teams.

What you’ll do:

• Excellent customer interaction.
• Requires performing daily application availability checks
• Engage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged.
• Achievement of First Line Resolution (FLR) percentage
• To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
• Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
• Ensure that calls are assigned to the next resolver groups within the specified timeframes
• Working well with colleagues/team player / willing to assist
• Ensure that all correspondence is adhered to, executed, or noted in the correct manner
• Following instructions, including customer Working Instructions (WI) or management instructions
• Have an in-depth knowledge of business products and value propositions

Your expertise:

• 10 years’ experience in Network (LAN WAN), Server, end-user Compute, Security, Cloud solutions – Must be experienced in designing, deploying, and maintaining these environments. 
• Telephonic soft skills
• English - Can converse and has the necessary email skills
• Excellent Customer Interaction and communication
• Highly technical understanding and experience in ITaaS products and services.
• Identify and propose service improvement areas and plans for clients

Qualifications required:

• National Senior Certificate/ Matric/ N3/ Grade 12
• Pass typical recruitment checks (reference, criminal checks, etc.)
• Qualifications preferred/knowledge: 
  • ITIL 4
  • Business Analysis
  • IT degree/diploma
  • Technical Certifications in Fortinet, H3C, Microsoft Stack (Desktop, Server, AD,
  • Collaboration, CoPilot, Azure), AWS, Linux, HPE, and Security products

Other information applicable to the opportunity:

• Permanent Position
• Location: Midrand - Hybrid (3 Days Office, 2 Days WFH)
• Work environment: Open plan at Waterfall Office Park and fully equipped Home Office
• Physical demands: Sitting, Walking, Bending
• Travel: Must have a vehicle and a valid driver’s license to travel to work and back or a reliable transport system to be on time for work.

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.