Service Delivery Manager to work in Durban

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

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