Job Description

Title Senior Service Delivery ManagerTo coordinate, control, monitor and facilitate client expectations for service delivery and to manage the operations of the department and customer facing teams. As the senior Service Delivery Manager, you are accountable for the delivery of services that meet and exceed customer expectations through the effective management of people, process and technology.You lead the creation, implementation and maintenance of service standards (SLAs), methodologies, and procedures, ensuring ongoing adherence and compliance. You contribute to strategic direction for the delivery of customer facing and remote planning, development and delivery of new and existing services and technology support.You are a trusted advisor and must transform IT services by continually improving customer experience, service delivery, cost efficiency, and customer satisfaction.You are a trusted advisor and must transform Enterprise IT services by continually improving customer experience, service delivery, cost efficiency, and customer satisfaction via your certified and experienced support teams. This role will report into the Executive - Operations.KEY RESPONSIBILITIES:

• Provision experienced and certified technical resources to deliver ICT Support for all contracted customers
• The delivery of high-quality services to all customers is imperative
• Design, implement, and enhance services delivered to customers
• Continuous service improvement through standardisation, optimisation, and automation
• Become the trusted advisor to customers by demonstrating your deep understanding of business, data, process, and technology support
• Ensure that all services are delivered to agreed best practise guidelines
• Ensure that service levels are monitored and managed to achieve SLA targets
• Ensure that service delivery is aligned to the contracted scope of services
• Management of all staff, other internal resources, and 3rd party providers
• Identify and communicate required resource demand and allocation for Services
• Ensure your reporting lines present daily dashboard views of service availably, timesheet tracking, resource utilisation plans on a daily, weekly, monthly schedule
• Oversight for your reporting lines must compile and deliver all client reports and/or dashboards, as agreed with the client
• Act as the escalation point for the client and staff
• Ensure continuous communication, technical resolution, and feedback regarding escalations to customers
• Resolve and coordinate customer queries and complaints
• Ensure escalations are communicated to the service towers and business managers, executives as and when required
• Build high performance teams and ensure that all resources are effectively utilised and optimised
• Coach and develop reporting line resources
• Implement the HR governance structures per the HR policies
• Ensure that all recurring and ad hoc billing is done accurately and timeously
• All monthly and project billing must be aligned with respective Account Manager or Service Delivery Executive
• Ensure customer documentation is available, updated and secured
• Provide input into customer IT Strategy and IT Roadmap
• Identify Continual Service Improvement Strategies which can be developed and implemented
• Collaborate with internal experts and external partners to achieve the above
• Identify and officially communicate opportunities that could add value and/or generate additional revenue
• Conduct quarterly performance reviews with supporting line managers

CORE RESPONSIBILITIES:Customers

• To be single point of contact with clients regarding IT Service Delivery and maintaining customer relationships at optimal levels according to policies and procedures
• Ensure exceptional quality of service delivery to the Customers
• Collaborate with other business units, partners, suppliers, and management to deliver the required services
• Compile and provide all scheduled reports to internal and external customers and management
• Ensure that service levels are achieved according to SLA at each client and are reported monthly
• Ensure that the SDMs and EUC service lines comply with governance for meetings: minutes for weekly and monthly meetings
• Ensure continuous communication, technical resolution, and feedback regarding escalations to customers
• To resolve and coordinate all client queries and complaints
• Ensure staff conform to the customer procedure and processes
• Ensure site housekeeping and preventative maintenance is being performed
• Manage and ensure that daily and weekly health checks are performed including those on backups, system updates and system security
• Ensure all teams work of schedule work rosters for daily and after hours coverage
• All staff must have KPI aligned with technology support for technical systems and customer experience
• Training needs to be continuous to improve maturity of support levels
• To ensure that service levels achieved according to SLA at each client and reported on a monthly basis as specified in Altron policy and procedures
• To ensure a minimum of 95% customer service level agreements are achieved on a monthly basis
• To conduct, review and report on monthly operational meetings and ensure that all matters raised are allocated and addressed
• To resolve and coordinate all client queries and complaints according to Altron policy and procedure
• All customer and Altron spares are reported back from service resources on a monthly basis

Design and Develop:

• Leads the delivery to find innovation and opportunity for service improvement in their delivery of services
• All new sales leads to be directed to the SDE who will work with the presales resources to architect solutions, services, and pricing
• Lead due diligence and assessment projects
• Accurately estimate effort required for projects and services
• Identify and implement automation objectives
• Resource allocation based on utilisation trends and service requests

Continuous Improvement and Innovation:

• Identify and recommend Continuous Improvement and Innovation initiatives
• Analyse and report on operational metrics to understand performance and to ensure success in process improvements
• Recommends and develops solutions for improvement of standards, policies and procedures
• Identify tasks eligible for automation

Staff Leadership and Management:

• Build and manage a high performing team by providing leadership, role clarity, training, and career development
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals, and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement training plans to build and develop skills within the team
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive a continuous improvement philosophy
• Performance management of resources in accordance with Human Capital policy and legislation where necessary
• Actively participate in the leadership team and develop skills of own team
• Promote a Altron ASI centric and partnership approach to develop strong relationships with other working groups and ensure adherence to Group governance
• All resourcing to ensure that all updates on the service desk are inputted accurately for validation on reporting, and knowledge base builds

Finances:

• Collaborate with the Service Delivery Executive and Account Manager to ensure that SLA's are renewed and updated on the schedule timeously and escalated accordingly (annually) according to Altron policies and procedures
• Provide input into annual budgets for the client as requested
• Manage ad hoc staff expenses, ensure these are approved by the client and submit for billing accurately and timeously
• Work with account managers and the presales team to provide customers with solutions and pricing aligned to their stated and real requirements
• Ensure that all overtime and operational expenses are recovered
• Ensure that billing and relevant information is sent to finance timeously for invoicing
• Provide input for budgeting for the business unit as required
• Ensure BAU is aligned to the SLA and Project work scoping is aligned to project delivery teams
• All billing for projects are timeously raised by timesheet for billing

Internal Processes:

• Manage the department in terms of resources and operations to meet SLA requirements
• Ensure there is adequate resource capacity planning for all accounts
• Ensure that all IT employees adhere to internal and external customers code of conduct
• Ensure that the service desk system is used to monitor the SLA, warnings, and potential service breaches
• To ensure that all resources are effectively utilised and optimised
• To ensure employees comply with the clients' SHEQ policies
• To ensure that projects are managed according to the agreed project methodology and delivered on time, on budget and aligned to the agreed scope of work
• Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
• Formally raise any identified risks and issues with your direct manager
• Adhere to all Health and Safety Requirements
• Review and update the risk and issue register

QUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:

• Matric; National Certificate or Technical Support NQF Level 4
• National Diploma or relevant B Degree.
• Professional Qualifications

General:

• ITIL Foundation, Customer Experience Support, Presenting to customers.

Advantageous:

• Project Management Certification
• ITIL Service Design
• Understanding of Cloud Services
• Business Analyst
• Report writing skills
• ITAM
• Enterprise Business Knowledge
• Customer Experience Training and Certification

Years of Experience:

• More than 10 years as Service Delivery or Operations manager for an enterprise environment
• Experience in service design and implementation
• Experience in developing and implementing service standards: service definitions, policies and procedures, and technical
• Proven capability in managing service delivery managers and EUC resources
• Proof of capability in leading the crafting of responses to address requirements (i.e. RFP's); Solution Writeups, Technical Response and calculation of effort and cost.

Education National Certificate Level 4 (N4) / Grade 12 (Required)Languages English

Altron