We are urgently looking for a Service Delivery Manager to be based in the Western Cape at one of our clients offices.
- Establish and maintain a constructive relationship with the client based on the understanding of the ICT environment and client’s business drivers.
- Establish and articulate business requirements for new services or changes to existing services if a need be.
- Assist the client’s Management with the implementation and monitoring of the ICT SLA’s.
- Assist with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
- Ensure that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and referred to the relevant Director to take actions to prevent their recurrence.
- Ensure that all knowledge items are made accessible to those who need them in an efficient and effective manner.
- Serve as a point of escalation for the client.
- Identify and analyse contract delivery issues and convey such to the client’s contract manage/responsible person.
- Participate in audit compliance reviews and action appropriately.
- Assist the client’s contract manger/responsible person with the accuracy of contract billing
- Facilitate and participate in the client’s Shared Services and Court Online.
- Work with the Technical LEADS to evolve standards for hardware, software and security in the desktop environment
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
- Provide regular and accurate management reporting on IT Service performance.
- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
- Provide advice and guidance on service delivery matters and improvements
- Ensure the alignment of service delivery strategy with the overall ICT strategy
- Manage the implementation of ITIL processes to focus on service delivery improvements
- Daily and monthly reporting of all incidents occurring during the project
- Provide advice and guidance on service delivery matters.
- Ensure SLA is managed appropriately and Report on the overall performance of the Services contract
- Manage and ensure employees are equipped with the required skills and resources to perform optimally
- Ensure compliance with all audit requirements within the unit
- Monitor quality, risk, standards and practices against prescribed frameworks
- Manage the training and development of Technicians to ensure that they keep abreast with the latest trends in technology.
- Management and oversight of IT Service desk Agents and Support Technicians.
- Matric
- Appropriate qualification in ICT at NQF7 or higher.
- ITIL Practitioner or ITIL Service Manager Certification
- Driver’s license and must be willing to travel
- 5+ years relevant minimum experience in ICT Service Delivery Management
- Excellent organisational skills
- Able to manage sensitive and sometimes confidential information
- Self-motivation and able to take responsibility
- Able to manage and prioritise and tasks and time efficiently
- Able to demonstrate initiative and a proactive approach to daily tasks
- Relationship building
- Strong learning agility
- Team player, knowledge sharing and learning
- Systems thinking
- Detail & quality oriented
- Excellent verbal and written communication skills including effective listening skills.
- Solid analytical and troubleshooting skills specific to software related issues.
- Strong customer service skills.
