Service Delivery Manager JHB - Northern Suburbs - North Johannesburg
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Reference: JHB000342-JG-1 A leader in the ICT services sector is looking for a Service Delivery Manager to join their team. The Service Delivery Manager (SDM) is responsible for the service relationships with one or more customers and is accountable for proactively driving improvement and development of service. This role manages the customers' service level expectations and monitors, reports on, and drives service performance on behalf of the customer through relevant internal teams. The SDM actively manages high severity customer incidents and problems, acting as the customers' eyes and ears within the company. Duties will include but not be limited to: To act as the principal point of contact within assigned accounts, assuming responsibility for the timely submission of progress reports and other contractual documentation. Take full responsibility for any in scope monthly service / project reviews and identify opportunities for cross-selling alongside the account manager Attend regular reviews as a partnership with the designated account manager to provide consistency within the account Work closely with our Account Directors forming virtual client teams to manage their client's account, ensuring on-time client renewals Manage service level agreements with both internal and external customers and monitor service delivery teams to ensure agreed targets and quality standards are met across all regions Manage & run operationally one or multiple processes (as Major Incident Manager, Problem Manager and/or Change Manager) Problem Manager - Spearhead Problem investigations workshops, root cause analysis. Report and present RCA to senior stakeholders. Record & track corrective actions Change Manager - Chair CABs for relevant changes, assess Impact & Risk, advise on readiness, communicate to stakeholders, and get relevant approvals. Ensure process is followed, working with internal and external technical teams MIM – Manage the MIM process from start to finish, initiate comms bridge, drive structure, document actions and manage tech teams for swift resolution. Drive implementation of processes into the Service Desk with the collaboration of other Technical teams Document, and continuously develop these processes based on feedback and data and communicate these process improvements. Educate all the relevant internal and external teams involved to drive engagement Develop KPIs to measure performance of processes Report on those KPIs on a weekly/monthly basis Conduct Incident, Problem & Change trend analysis to identify potential problems and propose solutions working across teams Market related
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