Service Delivery Manager
Service Delivery Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Service Delivery Manager
Job Purpose
Qualifications
- Bachelors degree in Information Technology Business Management or a related field.
- A Post Graduate degree in Business Management would be advantageous.
- Certifications in ITIL PMP (Project Management Professional) and data analytics (e.g. Power BI SQL) are highly advantageous.
Experience
- 810 years of experience in technology services management with at least 5 years of leadership experience.
- Proven track record in managing service delivery in business operations.
- Experience in data analytics financial management and managing crossfunctional projects is essential.
Key Responsibilities
Service Delivery and Oversight:
- Ensure high standards of service excellence and user satisfaction through seamless execution of technology services.
- Supervise and optimize service delivery processes ensuring alignment with SLAs identifying areas for improvement and maintaining alignment with organizational goals.
- Oversee the delivery of IT services ensuring smooth operations and timely service.
- Act as the key liaison between business stakeholders external vendors and the internal IT team.
Strategic Planning and Continuous Improvement:
- Develop and implement comprehensive service management strategies aligned with business objectives.
- Foster a culture of continuous improvement by analysing market trends identifying service improvement opportunities and implementing innovative solutions.
- Utilise data analytics for decisionmaking ensuring processes remain adaptable to technological advancements and operational needs.
Incident and Problem Management:
- Lead incident and problem management efforts by ensuring rapid resolution of disruptions to minimize downtime.
- Identify and address root causes continuously improving processes to prevent recurring issues.
Vendor and Financial Management:
- Oversee vendor relationships ensuring partnerships align with organisational goals and service standards.
- Negotiate favourable contracts control costs and manage vendor performance.
- Manage service delivery budgets ensuring financial alignment with strategic objectives.
Team Leadership and Development:
- Cultivate a highperforming collaborative team environment by guiding mentoring and providing the resources needed for success.
- Lead crossfunctional teams to deliver key strategic projects ensuring timely completion and meeting organizational expectations.
- Promote team development and provide ongoing learning opportunities to ensure team members are equipped to meet evolving business needs.
Client Relationship Management:
- Build and maintain strong relationships with internal and external stakeholders to ensure service alignment with their business objectives.
- Provide thought leadership on delivery strategies and transformation opportunities tailoring service delivery to industryspecific needs.
- Regularly assess client satisfaction and implement measures to address concerns proactively.
Risk and Compliance Management:
- Identify potential risks related to service delivery and implement mitigation strategies to ensure compliance with industry standards.
- Ensure adherence to industry regulations considering the specific governance requirements of different sectors.
Service Design and Transition:
- Lead the planning design and transition of new or enhanced IT services ensuring alignment with business objectives and quality standards.
- Manage the lifecycle of IT services from conceptualisation through operationalisation.
Required Competencies:
Technical and Strategic Skills:
- Project Management: Mastery in methodologies for managing complex crossfunctional projects from start to finish.
- Financial Management: Strong budgeting and financial analysis skills to ensure service delivery remains costeffective.
- Data Analytics: Expertise in datadriven decisionmaking including data modelling and visualisation tools (e.g. Power BI SQL).
- Risk Management: Ability to identify mitigate and address operational regulatory and market risks.
Leadership and Personal Attributes:
- Team Leadership: Strong track record in leading developing and motivating teams to achieve high standards of performance.
- ClientCentric Mindset: Commitment to meeting client needs and maintaining high levels of client satisfaction.
- Resilience: Ability to handle highpressure situations managing stress effectively while maintaining performance.
Interpersonal Skills:
- Negotiation and Communication: Strong communication skills with the ability to negotiate influence and build relationships at all levels of the organization.
- Problem Solving: Ability to anticipate consequences adapt problemsolving approaches and proactively address service issues.
Interested and Potential candidates meeting all the above credentials can apply via the platform.
We reserve the right not to make an appointment to any advertised position. Whilst preference is always given to existing employees and the choice made is purely on merit Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date please regard your application as unsuccessful
Required Experience:
Manager
Employment Type
Full-Time
