Service Delivery Manager


QUALIFICATION AND EXPERIENCE:ITIL certificationMinimum of 5 years Service Delivery experience within the IT sectorOperational Support:Acting with Integrity: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.Business Leadership: Pursuing goals; taking action; upholding standards; managing tasks; seizing opportunitiesCritical Thinking: Able to assess a problem or situation using effective logic. Uses important information to make logical assessments and formulating recommendations.Prioritizing and Organizing Work: Allocates time and attention based on what is most important to achieve key goals and objectives.Effectively organizes and balances tasks and priorities to keep multiple projects on track.Management: Leads single or multiple teams to optimize their output that is the result of simple or complex processesSpecialist: Accountable for a functional area of expertise in business area.Deals with complex situations with many unknowns requiring the adaptation of standards of professional discipline or business unit to best suit varied situations.Resolves problems using judgement based on extensive theoretical and practical knowledge as well as research where requiredEffective first point of escalation for any issues or problems raised by the client, engagement layer or supplier and arbitrates in situations of conflict.Develop and manage effective stakeholder communication plans with internal stakeholders and clients, keeping them updated on progress.Manage continual service improvement processes, benchmarking & identifying external drivers for service improvement i.e. governance, regulatory.Measure, report and communicate service improvement initiatives and ensure that all approved actions are completed and that they achieve the desired results.Effectively initiate actions, including the enforcement of any penalty clauses, to bring contracts back into alignment or to terminate them as and when required.Keep aware of changing business needs as identified by clients.The provision of services into the Client organization based on the services defined and in accordance with the contractual obligations agreed to between the service provider and the Client.Manage the standardization of processes (ITIL) and procedures governed by defined policies and supported by a well-defined and managed technology infrastructure to ensure consistency of service delivery.Continuous Service Improvement:Collect data and analyse trends compared to baselines, targets, SLAs and benchmarks.Set Continual service improvement in efficiency and cost effectiveness throughout the entire service lifecycleInitiate a service improvement plan through the CSI process and ensure the implementation of the approved improvementsProvide a means for staff members to recommend improvement opportunitiesMeasure, report and communicate service improvement initiativesCustomer Experience and Satisfaction:Monitor client satisfaction and ensure solution delivery relationship with client service IT / staff is maintained from inception to service completionContinuously establish strong relationships with internal service providers to ensure a supportive and trust-worthy relationship.Successfully identify key staff in the client organisation, especially those involved in delivery.Establishing the correct governance structures for the delivery of the contracted services.Be the Single-Point-of-Contact between Client and Service Provider.Participate in contract and commercial review on a quarterly basis.Participate in the development and implementation of the tactical business strategy.Facilitate strategic advisory services to continuously introduce innovative new solution to Clients.Responsible to drive feedback and communication to the customer on all escalated incidentsManaging Human Resources:Establish organisational structure and delegate authority to empower subordinates.Cultivate a culture of teamwork through collaboration, interaction and regular communication with relevant stakeholders.Motivate and coach the team to deliver against performance targets, develop and enhance team effectiveness.Manage and maintain the attraction and retention of talent, and manage and empower people to execute operationsDevelop relationships with the business colleagues so as to be viewed as a trusted advisorPerformance management of all contract resources onsite.Ensure efficient workforce planning.Complete KPIs and PDP for all contract employees.Proactively build a database of suitable replacement resources for all areas of the business.Manage staff productivityBe a team leader and ensure cohesive work flows between interdepartmental teamsFinancial Management:Continuously ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted PBITDemonstrates financial awareness; controls costs and thinks in terms of profit, loss and added value.Accurately verify billings to be forwarded to clients.Continuously assess, manage and monitor financial risksEnsure a detailed understanding of the service costing model per customer and ensure services are delivered within the cost model defined for the customer services.Establish ongoing service enhance requirements within the clients environment to ensure revenue and contract growth.Maintain healthy customer profitability through successful fee negotiations and cost managementParticipate in budgetary and forecasting processes.Responsible for the profitable execution of the contracted servicesQuery Management:Escalation management and customer engagement.Risk Management:Pro- actively identify and manage risk to the business.Prepare an
Posted
05/05/2022
Location
Durban, ZN, ZA