About the position
ENVIRONMENT:
PLAY a critical role in the coordination and delivery of operational support to the customer while serving as an extension of the client’s IT Operations team as the next Service Delivery Manager wanted by a dynamic Internet Service & Network Specialist to join its Durban division. You will establish and maintain a constructive relationship between the service provider and the customer and manage the IT-related infrastructure and service delivery processes. The ideal candidate must have Matric/Grade 12, a Degree/Diploma in an IT-related field, Project Management Certification & ITIL v3/v4 (Foundation). You will also need 5+ years solid IT Service Delivery Management experience including ICT, identifying new business opportunities, Continuous Service Improvement, Escalation Management and Resolution & HEAT and Project Management Methodology.
DUTIES:
- Establish and maintain a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
- Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
- Establish and articulate business requirements for new services or changes to existing services.
- Mediate in cases where there are conflicting requirements for services from different business units.
- Ensure that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement).
- Negotiate and agree to the levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.
- Negotiate and agree on OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service.
- Assist with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
- Ensure that targets agreed within underpinning contracts are aligned with SLA targets.
- Ensure 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.
- Ensure that service performance reviews (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed.
- Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
- Review service scope, SLAs, OLAs and other agreements on a regular basis.
- Ensure 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.
- Identify all customers and other key stakeholders to involve in SLA negotiations.
- Manage customer complaints including their recording, management, escalation (where necessary) and resolution.
- Measure, record, analyse and improve customer satisfaction.
- Manage the overall profitability of the Account and identify new opportunities.
REQUIREMENTS:
Qualifications –
- Matric / Grade 12.
- IT-related tertiary qualification (Degree or Diploma).
- Project Management Certification.
- ITIL v3/v4 (Foundation).
Experience/Skills –
- 5+ Years solid IT Service Delivery Management experience.
- Continuous Service Improvement.
- Resource and Capacity Management.
- Operations Management.
- Escalation Management and Resolution.
- Identify new business opportunities.
- Manage Third Parties.
- Report Management.
- Heat and Project Management Methodology.
- Customer Relationship / Customer Service Orientation.
- Valid Drivers’ License and own reliable vehicle.
ATTRIBUTES:
- Analytical skills.
- Customer Service and SLA Service Delivery.
- Adherence to strict IT policies.
- Business Development.
- Financial Understanding.
- Verbal & Written Communication.
- Teamwork.
- Business process in the IT industry.
- Networking / Building relationships.
- Forecasting accuracy.
- Leadership.
Desired Skills:
- Continuous Improvement
- Customer Service
- ICT
- Managed Services
- Project Management
About The Employer:
A dynamic Internet Service & Network Specialist
