Service Delivery Manager (Springbok)

Kimberley – Northern Cape

PLAY a critical role in the coordination & delivery of operational support to the customer and as an extension of the client’s IT Operations team as the next ambitious Service Delivery Manager sought by a dynamic Internet Service & Network Specialist for its Springbok division. You will serve as the custodian of both internal & external relationships between customer support teams & vendors while consistently striving to improve and strengthen the customer’s perception of service quality, through dedicated support expertise, and consistent communication. You will need Matric/Grade 12, an IT related Degree or Diploma, a Project Management Certification & ITIL v3/v4 (Foundation). You must have 5+ years solid IT Service Delivery Management experience, 2+ years’ Service Management & 2 years Project Management.
  • Establish and maintain a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
  • Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
  • Establish and articulate business requirements for new services or changes to existing services.
  • Mediate in cases where there are conflicting requirements for services from different business units.
  • Ensure that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.
  • Negotiate and agree on levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.
  • Negotiate and agree on OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service.
  • Assist with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
  • Ensure that targets agreed within underpinning contracts are aligned with SLA targets.
  • Ensure that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.
  • Ensure that service performance reviews (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed.
  • Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
  • Review service scope, SLAs, OLAs and other agreements on a regular basis.
  • Ensure that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate.
  • Identify all customers and other key stakeholders to involve in SLA negotiations.
  • Manage customer complaints including their recording, management, escalation (where necessary) and resolution.
  • Measure, record, analyse and improve customer satisfaction.
Qualifications –
  • Matric / Grade 12.
  • IT related tertiary qualification (Degree or Diploma).
  • Project Management Certification.
  • ITIL v3/v4 (Foundation).
Experience/Skills –
  • 5+ Years solid IT Service Delivery Management experience.
  • 2+ Years’ Service Management.
  • 2 Years Project Management.
  • Continuous Service Improvement.
  • Resource and Capacity Management.
  • Operations Management.
  • Escalation Management and Resolution.
  • Identify new business opportunities.
  • Manage Third Parties.
  • Report Management. 
  • Valid Driver’s Licence and own reliable vehicle.