Service Delivery Manager (JHB)

IT – Manager
Johannesburg – Gauteng

LEAD a team ensuring the execution & escalation issues while providing exceptional delivery of services to clients as the next Service Delivery Manager sought by a dynamic Joburg ICT Specialist. You will fulfil the role of a single client tough point & key custodian of relationships with both clients and Support teams, ensuring SLAs are met and KPS maintained across all processes and procedures on the Service Desk. The successful incumbent must have Matric/Grade 12, preferably an IT Degree/Diploma with an ITIL V3/4 and Project Management Certifications. You must have 7+ years’ hands-on experience in IT Service Management, Contract Management & experience building and managing a 24/7/365 Service Desk operations. You will also require extensive Project Management and in depth knowledge of the ITIL framework and oversight of ITIL processes – Incident, problem and Change Management.
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.
  • Maintain the Operational databases.
  • 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.
  • Manage business as usual deployments and business requirements/issues to ensure operational targets are achieved.
  • 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.
  • Act as the escalation point for the client.
  • Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data.
  • Monitor environment and recommend/action improvements.
  • 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.
  • Develop relationships and communication mechanisms with vendors.
  • Chair service / operational meetings internally and externally.
  • Ensure all SLA are adhered to and be the custodian for all Service Level’s
Operational Effectiveness –
  • Lead delivery of team based on the SLA, identify and address any areas of concern in outputs.
  • Consistently review and analyse standard and quality of team deliverables and implements changes as necessary.
  • Pro-actively manage all risks in the environment and ensure appropriate and timeous escalation of risks and issues take place.
  • Develop strategy roadmaps using accepted best practices and proactively look for continues improvement opportunities.
  • Ensure the refinement, measurement, execution and effectiveness of internal processes with a focus on quality assurance.
  • Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk.
  • Manage day-to-day deliverables of team on client engagements / projects.
  • Proactively identify client service and technical issues and implement resolutions to address these.
  • Develop productive working relationships with client teams.
  • Ensure all RCA (Root Cause Analysis) documentation is updated.
  • The custodian of Quality Assurance for operations and service delivery.
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 all teams are trained and competencies assessed as per client service requirement.
Project Management –
  • Work closely with the Project Manager to ensure the successful completion of projects in terms of costs, timeframes and quality.
  • Work closely with the Project Manager to manage risks of the projects.
Qualifications –
  • National Senior Certificate (Grade 12).
  • IT Degree or Diploma preferable.
  • ITIL V3/4 and Project Management Certifications.
Experience/Skills –
7+ Years –
  • Hands-on experience in IT Service Management.
  • Contract Management.
  • Experience in building and managing a 24/7/365 Service Desk operations.
  • Experience in defining SLA requirements from contracts.
  • Service Costing.
  • Experience in (departmental) budgeting.
5+ Years –
  • Experience in an IT Service Delivery environment.
  • Project Management.
  • Managing a Service Desk.
  • People Management.
Other requirements –
  • 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.
  • Can plan all logistics and resources required for a number of simultaneous projects.
  • Proven ability to identify and proactively manage risks.
  • Ability to work under pressure when dealing with and managing time critical production issues.
  • Strong problem solving and troubleshooting skills.
  • Clear, quality communication with customers and with the internal team.
  • Strong People Management skills.
  • Trustworthiness and dependability.
  • Ability to work unsupervised.
  • Good written and oral communication skills.
  • Good time management and priority management.
  • Willingness to operate in a team.
  • Communication skills – ability to communicate confidently and clearly with all stakeholders, i.e., internal and external. 
  • Self-motivated, precision worker that takes pride in work.