Job Description

Job Summary S ervice Delivery Manager (JHB) Client facing, team leader and IT strategist Opportunity to join a business that provides management best practices through service lines of education, consulting, automation, and managed services. LEAD a team who provice exceptional services to client within a dynamic global ICT Specialist. You will fulfil the role of a single client tough point & key custodian of relationships with both clients and support teams. This includes ensuring that SLAs are met and KPS maintained across all processes and procedures, including the Service Desk. Regularly provide (paid) training workshops/seminars to clients Requirements: IT Degree/Diploma ITIL V3/4 Project Management Certifications 7+ years hands-on experience in IT Service Management/ Contract Management DUTIES: Customer Perspective Act as an escalation point to facilitate any incident or request related issues for users and customers. Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk. Track tickets raised, resolved and identify trends. Responsible for the achievement of contracted SLAs per service. Provide quality weekly and monthly reports to all relevant stakeholders, externally and internally. Present the contract and service management reporting monthly in the respective client forums. Regular client interaction regarding service management and SLAs to ensure effective engagement with clients. Ensure that IT technical, applications and operations management activities are satisfactorily performed within agreed timelines and with due regard to accepted ways of work. Establish and maintain good business relationships with key stakeholders, internally and externally. Engage with customers and resolve issues satisfactorily to ensure the retention of clients through contract renewal. Develop well formulated service improvement plans (SIPs), guiding what should be done in order to address client improvement requirements. Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided as required. Provide leadership and control for approved service improvement efforts. Identify and match value propositions to the client''''s needs to show value for the client. Chair service / operational meetings internally and externally. Develop strategy roadmaps using accepted best practices and proactively look for continues improvement opportunities. Ensure all RCA (Root Cause Analysis) documentation is updated. Development/Growth of Team Day to day leadership, delegation and accountability for the Service Desk Team. Share expertise and knowledge with team members on an ongoing basis. Ensure appropriate competency and capacity level of the teams to support clients. Develop good working relationships with key talent in teams. Prepare operational staff training and development plans. Ensure performance contracts and performance assessments are completed for teams within agreed timeframes. Ensure the successful completion of projects in terms of costs, timeframes and quality. Experience requirements: Hands-on experience in IT Service Management. Contract Management. Experience in managing a 24/7/365 Service Desk operation. Experience in defining SLA requirements from contracts. Service Costing. Experience in (departmental) budgeting. Experience in an IT Service Delivery environment. Project Management. Managing a Service Desk. People Management. Broad understanding of technology services and infrastructural elements In depth knowledge of the ITIL framework and oversight of ITIL processes - Incident, problem and Change Management. Vendor Management experience in the context of Service Delivery to clients. Knowledge and experience in organizational effectiveness and operations management. Proven ability to manage the administration of operational business. Build and maintain excellent relationships with colleagues and clients. Good understanding of technical IT concepts in order to be able to communicate effectively with technical team. Ability to do support operational and project costing. Able to proactively identify opportunities to help achieve target.

Recruitment Dynamix (Pty) Ltd

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