Job Description

Why choose Logicalis?Its not just IT solutions, Its IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worlds leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNowLogicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.Join us and become a part of something epic!ROLE PURPOSEThe primary responsibility includes day to day service delivery management and services improvement in accordance with the customer Contract and SLA, resulting in high customer satisfaction.The Service Delivery Manager will be responsible for managing the clients Service contracts, driving the resolution of all technical issues and will be seen as a single point of contact for the customers into Logicalis. The SDM will work in close alignment with the Logicalis Sales Account Manager for the given customer.ROLE RESPONSIBILITIES:

• Single service interface and point of escalation for client
• Identify and analyse contract delivery issues and convey to Contract Manager
• Participate in audit compliance reviews and action appropriately
• Understand the contract life cycle
• SLA preparation and evaluation
• Assist Contract Manger with the accuracy of contract billing
• Manage audit readiness relative to contract requirements
• Develop and maintain functional relationships between all Logicalis delivery units and external

business partners

• OLA (Operational Level Agreement) and UC (Underpinning Contract) negotiation, set-up and

measurement

• Facilitate problem resolution
• Guide and manage the troubleshooting and resolution of technical issues
• Proactive management of customer estate/services
• Management of changes to the environment
• Manage escalation process
• Management of ITIL process and procedures
• Own the development of Service Improvement Plans
• Manage implementation of Service Improvement Plans (SIP)
• Identify & Manage implementation of continuous improvement opportunity
• Identify, manage and implement procedure improvement
• Ensure projects are delivered
• Project measurement and small project management
• Audit delivery processes and procedures

DELIVERY RESPONSIBILITIES:SLAs

• Manage Quality of service delivered
• Ensure SLAs are met
• Third Party Management
• Conduct Operations Performance Reviews - validation, presentation of monthly SLA reports
• Schedule and chair Weekly Operational Service Meeting
• Assist in management and measurement of conformance to service level agreements

KEY PERFORMANCE INDICATORS:Management of Customer Satisfaction

• Own and manage Customer satisfaction
• Customer Satisfaction measurement and overall improvement
• Maintain a good Customer relationship

General

• Understand the Customer business and the impact of Technology to their business
• Assist in helping the client develop their IT strategy

• Assisting in driving down TCO where applicable

• Project management where necessary.

PERSON REQUIREMENTS:EXPERIENCE:

• People management skills.
• Good customer relationship skills.
• Dedicated personality with a sense of urgency.
• Process driven personality
• Ability to meet deadlines - and work under pressure
• Attention to detail and a passion for quality
• Must have a strong drive to work in a team.
• Ability to handle conflict and to resolve problems.
• Can Do attitude

QUALIFICATIONS:

• Graduate or qualified by experience
• ITIL Foundation certificate
• Technical certification
• Minimum 5 years SDM experience
• 5 -7 Years Computer background

ADDITIONAL SKILLS/ATTRIBUTES:

• A structured and organised approach to problem determination and solving
• Ability to work in a very busy and highly pressurised environment
• The ability to communicate both verbally and electronically in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• Client focussed and with customer care / services mindset.
• Numerate and literate with an eye for detail.
• Self-motivated.
• Enthusiastic, energetic and confident.
• Full driving licence and own transport.

Logicalis