Service Delivery Manager
Service Delivery Manager
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1 Vacancy
Job Description
Job Description
Exciting opportunity to join our Client in the IT industry for a Service Delivery Manager based in Cape Town.
The role of the Service Delivery Manager is a senior role that is central to the management of service delivery to a portfolio of clients ensuring that all services and solutions delivered satisfy clients business requirements and expectations. The Service Delivery Manager works with stakeholders to enforce governance controls and processes. As well as working with stakeholders to drive continual service improvement and maturity of IT for clients. The Service Delivery Manager should have experience planning and managing projects as well as strong interpersonal skills and good business acumen necessary to build relationships with clients and ensure effective ongoing interaction between operations and the client. The Service Delivery Manager should have extensive experience in IT and industryrecognized frameworks (such as ITIL and Cobit) managing and overseeing IT systems leading IT projects managing risk and change managing budgets developing and driving IT roadmaps and continual service improvement initiatives. The Service Delivery Manager will work with executives other managers and technical people to ensure successful implementation of strategic plans and initiatives.
Responsibilities
The primary tasks functions and deliverables of the role include but are not limited to:
- IT Service Management: focus areas include but are not limited to:
- Manage client service delivery according to established frameworks. Coordinate and manage service delivery for a portfolio of clients according to Company standards and agreed frameworks (including ITIL and COBIT).
- Continual service improvement. Manage and coordinate continual service improvement (CSI) and IT planning initiatives generating CSI and gap analysis reports that justify proactive initiatives for IT.
- Risk management. Evaluate and manage risks ensuring strategies to remediate are planned and implemented. (Business continuity cyber security data governance infrastructure).
- Change management. Planning for and implementing planned changes with the client to ensure changes are communicated and implemented effectively according to agreed objectives with the client.
- Problem management. Identify and coordinate the remediation of problems that cause recurring incidents and challenges for clients.
- Reporting. Generate service and IT performance reports presented to clients at regular management meetings. Analyze reporting metrics together with clients.
- General Technical Support: Support the Service Managers with technicalrelated activities which may be related to incidents problems testing information gathering or other activities that require technical experience.
- IT Project Management: focus areas include but are not limited to:
- Project Management. Manage and coordinate project activities reporting back on project status and progress to stakeholders.
- Project Planning. Planning scoping and preparation for identified projects.
- Service Delivery: focus areas include but are not limited to:
- Escalation management. Deal with client account escalations address the problem by working with the relevant parties and communicating effectively with the stakeholders until remedied.
- Prioritize activities & engagements: where clients are in a Red or Amber state (from an account escalation perspective).
- Market & Industry Knowledge: focus areas include but are not limited to:
- Stay up to date with emerging IT trends competitors and industry developments.
- Represent the company at industry conferences networking events and trade shows.
Requirements:
- Matric or NQF equivalent.
- Certification or Degree in Business Administration or Business Management or related field will be advantageous
- Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous)
- Experienced managing IT Risk and Change management
- Experience in planning and managing projects
- 5 years experience in Service Delivery Management or IT management or similar roles
- Strong interpersonal & leadership skills
- Excellent decisionmaking skills
- Ability to analyse and resolve problems
- Fluent verbal and written English communication skills
- Professional and confident communicator
- Effective listening skills
- Dynamic and high energy levels
- Good followup skills
- Be patient tactful diplomatic and approachable
- Ability to work under pressure and meet deadlines
- Work accurately meticulous and high attention to detail
- Excellent organizational planning and time management skills
- Ability to multitask and prioritize
- Strong administration skills
- Enjoy working in a team but also can work independently
- Computer literate
Required Experience:
Manager
Employment Type
Full-Time
