Service Delivery Manager, Johannesburg

The Service Delivery Manager is a key senior role which involves overseeing the delivery of efficient and optimized support for services within in the environment as per agreed contract with the client. It is the service delivery manager's job to make sure the services are engendered as per the SLA, with an efficient service that exceeds the expectations and needs of customers and clients.

What you'll do:

Manage teams to deliver the service as per contract

Facilitate HR processes with involvement from HR

Manage the team capacity and knowledge

Identify opportunities to grow the business

Line Management and Performance Management via OKR's

Service Level Management (tight SLAs) and reporting

Management of 3rd party vendors/suppliers

Build, maintain and improve client relationships

Lead and drive operational goals and meetings

Provide accurate operational reports

Customer Satisfaction Management

Facilitate and enforce change management

Demonstrate problem solving and troubleshooting skills

Management and alignment of MES and IIT groups across sites

Researching new/enhanced technologies and alternative methods of efficiency

Developing and applying the appropriate application/technical/architectural approach in preparation of proposals and quotations requested by the customer.

Drive training and enforcing quality standards

Managing quality assurance/improvement programmes

Managing cost and drive cost saving

Design and maintain operational processes and procedure to support service delivery

Senior Standby Duties

Manage relationships with and between team members

Facilitate recruitment of best people with HR

Demonstrate leadership and mentoring skills

Communicate effectively

Responsible for following and enforcing all applicable corporate, company, and regulatory policies and procedures

Be responsible and accountable for all company assets under the function’s control

Maintain awareness of the staff morale in the department and take necessary action to maintain positive morale and /or address declining morale levels within the operational team

Provide effective and pro-active leadership

Responsible for new sales and upsell into current clients

Your Expertise:

10+ Years of Experience in an IT Operational Environment

5+ Years of Line Management Experience

IIT Experience

MES Experience

Qualifications:

Essential Qualifications:

Grade 12

Bachelor’s degree or diploma in Computer Science

Preferred Qualifications:

ITIL Certification

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