Service Delivery Manager to work in Durban

 

Recruiter:

Data Centrix

Job Ref:

JHB005376/Kono

Date posted:

Friday, May 14, 2021

Location:

Durban, South Africa


SUMMARY:
Datacentrix is looking for a Service Delivery Manager for their Durban office. He/She will plays a critical role in the co-ordination and delivery of operational support to the customers and will strive to improve, strengthen the customer’s perception of service quality, through dedicated support expertise and consistent communication.

POSITION INFO:

Education and Experience required:

  • Matric
  • IT Related Tertiary Qualification (Degree or Diploma)
  • Project Management Certification
  • ITIL V3/V4 (Foundation)
  • Solid IT Service Delivery Management Experience (5 Years+)
  • Project Management (2 Years+)
  • Service Management (2 Years+)

Responsibilities

  • Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers
  • Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided
  • Establishing and articulating business requirements for new services or changes to existing services
  • Mediating in cases where there are conflicting requirements for services from different business units
  • Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents
  • Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
  • Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
  • Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
  • Ensuring that targets agreed within underpinning contracts are aligned with SLA targets
  • Ensuring that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
  • Ensuring that service performance reviews  (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed
  • Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
  • Reviewing service scope, SLAs, OLAs and other agreements on a regular basis.
  • Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
  • Identifying all customers and other key stakeholders to involve in SLA  negotiations
  • Managing customer complaints including their recording, management, escalation (where necessary) and resolution
  • Measuring, recording, analysing and improving customer satisfaction


 

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