Service Delivery Manager

Job Description

Service Delivery Management:

• Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA)
• Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate
• Own the Major Incident Management Process and align all stakeholders as appropriate to drive the resolution  to SLA keeping all stakeholders informed of progress through regular communications during the lifecycle of the service event
• Manage the service desk tool (s), enhance and innovate where appropriate;
• Deliver the service in line with the project budget;
• Maintain, monitor and improve services;
• Liaison to customer for escalations and service quality;
• Identify project risks and issues, maintain risk register, and issues logs;
• Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery.

Operations Management:

• Overall responsibility for the IT operations and daily maintenance duties;
• Ensure that all operational procedures are executed;
• Responsibility for the testing and monitoring of all DR procedures.

Reporting:

• Ensure customer satisfaction levels are maintained;
• Focus on internal OLAs and interdepartmental reports
• Report on KPI's and SLA achievements, on daily, weekly, and monthly intervals where appropriate;
• Major incident reporting;
• Provide input/analysis on Staff Performance
• Maintain & monitor customer satisfaction levels;
• Present  monthly service reviews to CIO;
• Responsible for Customer Satisfaction (CSAT) survey;

Change/Problem Management:

• Coordinate activities for Change and Problem Management;
• Ensure tools updated with relevant information;
• Control workflow of problems and changes;

Vendor Management

• Management of local and global suppliers;
• Develop and maintain professional / trustworthy relationships with vendors;
• Negotiate pricing and contract reductions where appropriate;
• Complete vendor assessment forms;
• Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.

Compliance

• Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc);
• Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc);
• Own processes and ensure customer requirements are met (Infosec, compliance, etc).
• Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project;
• Support client audits with documentation and audit responses in relation to IT questions.

Competencies/Experience:

• 3rd Level Degree in IT Discipline or similar;
• 3+ years in a management/leadership role delivering service against SLAs or agreed targets;
• Strong leadership and influencing capabilities;
• Good presentation skills and Communication skills;
• Good documentation skills;
• PM certification desirable;
• Experience with OLA's, managing internal customers.
• Experience in working with business auditors and the associated documentation
• Experience with managing vendors, and budgets
• Experience leading an IT team either in Supervisor, Team Lead or Manager role;
• ITIL Certified v3 with experience in an ITIL environment,
• Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.Role & responsibilities

Preferred candidate profile