Job Description

Position Overview

The following job specifications are for positions available with AKB Technology and our clients. All positions are offered on a 1-year contract basis. We offer competitive industry rates commensurate with experience and qualifications.

Job Summary

We are looking for a dedicated and experienced Service Delivery Manager to ensure the effective delivery of IT services to our client. The ideal candidate will be responsible for managing the end-to-end service delivery process, maintaining high levels of customer satisfaction, and ensuring that service level agreements (SLAs) are met. This role requires a strong leader with excellent communication skills and a passion for service excellence.

Key Responsibilities

Manage the delivery of IT services to the client, ensuring that services are delivered in accordance with agreed SLAs.

Act as the primary point of contact for the client on all service delivery matters.

Build and maintain strong relationships with key stakeholders, both internal and external.

Lead and motivate a team of service delivery professionals, providing guidance and support to ensure high performance.

Monitor service performance and implement improvement plans to enhance service quality and efficiency.

Manage service-related incidents and problems, ensuring timely resolution and minimal business impact.

Oversee the change management process to ensure that changes are implemented with minimal disruption to services.

Develop and maintain service delivery documentation, including service catalogs, SLAs, and operational procedures.

Prepare and present regular service performance reports to the client and senior management.

Qualifications and Experience

Bachelor's degree in Information Technology, Computer Science, or a related field.

Proven experience as a Service Delivery Manager or in a similar IT service management role.

Strong knowledge of ITIL frameworks and best practices.

Experience in managing and leading technical teams.

Excellent communication, negotiation, and interpersonal skills.

Strong problem-solving and decision-making abilities.

Ability to work effectively in a fast-paced and dynamic environment.

Personal Attributes

Customer-focused with a passion for service excellence.

A strong leader and team player.

Proactive and results-driven.

Excellent organizational and time management skills.

High level of professionalism and integrity.

To apply please send your CV to hr@akbtechnology.co.za

Job Type: Full-time

Work Location: In person