About the position
Introduction
The role of the Service Delivery Manager is all about ensuring IT service levels are maintained and exceed performance objectives in the Network Infrastructure environment. The Senior Service Delivery Manager needs to understand the full value chain and give input on operational process improvements. Management of key strategic 3rd party vendors within the Infrastructure environment.
Duties & Responsibilities
Facilitate interactions between service providers and internal service team to resolve problems or improve service in the Infrastructure division
Setting up and facilitating weekly/monthly operational and ad hoc meetings with Infrastructure 3rd party Vendors
Good communication around issues and opportunities - get things done, make things happen
Escalations Management - Handling of issues and communicating to users
Follow and implement Service Management responsibilities as per ITIL guidelines
Provided input to Solution Delivery team in order to ensure a handover to the support teams with limited impact
Budget Management
Managing of the relationships with outsource providers and ensure SLA's are met
Drive business improvements with outsource partners for effective delivery
Identify, initiate and execute opportunities for improving service delivery processes
Vendor Management
Part of the PnP Duty Manager roster
Change Control
Team Management
Desired Experience & Qualification
Degree or Post Graduate Diploma
ITIL Foundation (ideally Intermediate level)
CCNA pref CCIE
7+ years in service delivery role
5 years or more management experience
7+ years in a network support role
Extensive experience in engaging at both the technical and managerial layers
Experienced in supporting/maintaining WAN/LAN/SDwan infrastructure
Experienced in managing vendor support contracts (SLA and Commercial)
Experienced in networking technologies
Experienced in managing project handover and instituting supportable processes
Competencies
Strong Leadership skills - must have the ability to manage and influence teams, even when they do not report to him/her
Negotiation
Effective and decisive decision making
Understand the full test to production process
Business process analysis
Excellent written and oral communication skills
Broad IT industry knowledge / awareness outside of domain of expertise
Ability to present ideas in business-friendly and user-friendly language
Ability to work well under pressure and identify and key issues in a changing environment
Proven analytical, evaluative, and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Trend analysis recommendations
Strong customer service presence, collaboration, negotiation, communication, organisation, people management and conflict resolution skills
