Job Description

Job Summary

Service Delivery Manager IT - Support ~ IT - Manager
Cape Town - Western Cape

ENVIRONMENT:

A dynamic Internet Service & Network Specialist seeks a highly driven Service Delivery Manager to play a critical role in the co-ordination and delivery of operational support to the customer and is seen as an extension of the clients IT Operations team. You will be expected to consistently strive to improve and strengthen the customers perception of service quality, through dedicated support expertise, and consistent communication. Applicants must have Grade 12/Matric, an IT-related Degree/Diploma, a Project Management Certification with 5+ years solid IT Service Delivery Management work experience & 2+ years Service Management and Project Management. You must also be proficient with ITIL V3/V4 (Foundation) and have experience with Continuous Service Improvement, Resource and Capacity Management, Operations Management and Escalation Management and Resolution.

DUTIES:

• 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 are identified in service reviews and 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.

REQUIREMENTS:

Qualifications

• Matric / Grade 12 Senior Certificate.
• IT Related Tertiary Qualification (Degree or Diploma).
• Project Management Certification.

Experience/Skills

• 5+ Years solid IT Service Delivery Management experience.
• 2+ Years Service Management.
• 2+ Years Project Management.
• ITIL V3/V4 (Foundation).
• Continuous Service Improvement.
• Resource and Capacity Management.
• Operations Management.
• Escalation Management and Resolution.
• Identify new business opportunities.
• Manage Third Parties.
• Report Management.

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