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.