About the position
ENVIRONMENT:
SERVE as the critical link between Customer Support teams and vendors of a dynamic Internet Service & Network Specialist seeking a Technical Service Delivery Manager for its Cape Town division. You will take charge of the coordination and delivery of operational support to the customer and is seen as an extension of the client’s IT Operations team. You will also be expected to consistently strive to improve and strengthen the customer’s perception of service quality through dedicated support expertise and consistent communication. Applicants must have Matric/Grade 12, a suitable IT-related Degree/Diploma, be ITIL v4/v5 Certified and Project Management Certification. You will need 5+ years solid IT Service Delivery Management experience including business process in the IT industry, forecasting accuracy & Customer Service Orientation.
DUTIES:
- Be the primary point of contact for all assigned IT services.
- Manage the IT-related infrastructure and service delivery processes.
- Ensure efficient, effective, and timely delivery of services to clients.
- Oversee and ensure compliance with Service Level Agreements (SLAs) and internal and external standards.
- Assemble, lead, advise, and coach the Service-Delivery team.
- Apply ITIL best practices and framework across all contracted services.
Operational Functions -
- 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.
- Mediating 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 on 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 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 underpin 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 (Compulsory).
- IT-Related Tertiary Qualification (Degree or Diploma).
- Project Management Certification.
- ITIL v4/v5 (Foundation).
Experience/Skills –
- 5+ Years solid IT Service Delivery Management experience.
- Continuous Service Improvement.
- Business process in the IT industry.
- Forecasting accuracy.
- Customer Service Orientation.
- Resource and Capacity Management.
- Operations Management.
- Escalation Management and Resolution.
- Identify new business opportunities.
- Manage Third Parties.
- Report Management.
- Project Management.
ATTRIBUTES:
- Analytical skills.
- Customer Service and SLA Service Delivery.
- Business Development.
- Financial Understanding.
- Verbal & Written Communication.
- Teamwork.
- Networking / Building relationships.
- Leadership.
Desired Skills:
- Technical
- Service
- Delivery
