Responsibilities

  • The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support. 
  • The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service. 
  • Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification).
  • Process management and co-ordination for PI’s and RCA’s for incidents affecting their respective customers, in conjunction with the Problem Management Co-ordinator, ensuring the appropriate Business’ implement actions to prevent reoccurrences of the same issue.
  • Monitoring service delivery and Service Level Agreements (SLAs), ensuring that obligations are met, issues escalated and prioritised.
  • Co-ordinating Change management activities as required.
  • Working in conjunction with Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
  • Assist the Service Lead with resource demand forecasting to effective delivery of end-to-end services
  • Work in conjunction with the Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
  • Work with Business to integrate new, enhanced and existing service offerings for the account.
  • Supply input to the customer Annual Technology Plan.
  • Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.

Requirements

  • Minimum - Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree. 
  • At least 5 – 6 years of IT Outsourcing experience in the combination of the following fields: 
    • Technical Infrastructure implementation, 
    • Project management skill set, 
    • A full and broad understanding of the IT Outsourcing Services and operation coordination skill set 
    • People management skill set 

Shortlisted candidates will be offered a 1 Year Agency Contract employment.