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Service Delivery Manager

Datacentrix

Job title: Service Delivery Manager

Company: Datacentrix

Job description: Qualification and Experience Required:
Matric
ITIL certification
At least 3 years experience in the Service Delivery Management roleRole and Responsibilities:

  • Responsible for the overall performance on all SLA clients. Such a person should understand the agreed SLA and the groups responsible for delivering against the SLA’s.
  • In all instances where an incident exceeds SLA criteria, is responsible for Root Cause Analysis and to rectify shortcomings in any process or procedure
  • Studies the incident statistics and reports on failures, trends and successes. Suggestions to continuously improve process or procedure, as a result of analysis, form an integral part of responsibilities
  • Ensures compliance to all policies, processes and procedures governing team deliveries or used in achieving work outputs of the team
  • Responsible for assembling, preparing and presenting all operational statistics on a daily, weekly and monthly basis to the Operations Manager
  • Manages staff productivity to ensure maximum output with a high Customer Satisfaction rating
  • Responsible for providing daily (or more frequent if necessary) feedback to the Client on the status of call
  • Responsible for escalation resolution to ensure that all SLA’s are met.
  • Responsible for identifying development needs for team members in relation to each member’s specific role and responsibilities and, in conjunction with the Operations Manager / Technical Support Manager, implementing training and development interventions to ensure staff are fully equipped to perform their roles.
  • Responsible for monthly trend analysis which will be used to reduce the overall amount of incidents and service requests.
  • Responsible for all processes, procedure, standards and policies – quarterly review
  • Gap Analysis
  • Daily/weekly /Monthly reporting
  • Responsible for Risk Management
  • Responsible for Lifecycle Management
  • Responsible for building and maintaining effective operational and tactical relationships in support of the customer engagement model
  • Responsible for managing customer perceptions and evidence of delivery
  • Effectively identifies deviations from committed scope and engages with customer and internal support teams to address these

Expected salary:

Location: Midrand, Johannesburg

Job posting date: Sun, 17 Nov 2024 08:56:41 GMT

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Service Delivery Manager

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Service Delivery Manager

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Datacentrix

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