A dynamic, vibrant and growing IT company is looking for a Service Delivery Manager to be central to the management of service delivery to a portfolio of clients, ensuring that all services and solutions delivered satisfy clients’ business requirements and expectations.
The Service Delivery Manager works with stakeholders to enforce governance controls and processes. As well as working with stakeholders to drive continual service improvement and maturity of IT for clients. The Service Delivery Manager should have experience planning and managing projects, as well as strong interpersonal skills and good business acumen, necessary to build relationships with clients, and ensure effective ongoing interaction between operations and the client.
The Service Delivery Manager should have extensive experience in IT and industry-recognized frameworks (such as ITIL and Cobit), managing and overseeing IT systems, leading IT projects, managing risk and change, managing budgets, developing, and driving IT roadmaps and continual service improvement initiatives. The Service Delivery Manager will work with executives, other managers, and technical people, to ensure successful implementation of strategic plans and initiatives.
DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:
- IT Service Management: focus areas include, but are not limited to:
- IT Management according to established frameworks
- Manage IT for a portfolio of clients & ensure adherence to best practice frameworks such as ITIL and Cobit
- Ensuring that systems, procedures, and methodologies are in place.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- IT Planning and Road mapping: Manage IT planning initiatives and strategic engagements, and generate proactive plans
- Client meetings and engagement: Ensure regular engagements for ongoing reporting, planning and management activities, as a formalized IT steering committee
- Risk management: Evaluate and manage risks, ensuring strategies to remediate
- Change management: planning and implementation follow-through
- Problem management: identify and coordinate the remediation
- Reporting: Generate & analyse service and IT performance reports
- Account Management: focus areas include, but are not limited to:
- Escalation management: Deal with client account escalations, address the problem & remedial action
- Prioritize activities & engagements, which consider client account risk and client profitability
- Contract management: Review and align contracts and monthly services to ensure correct billing and current contracts are in place
REQUIREMENTS:
- Matric or NQF equivalent
- Certification or Degree in Business Administration or Business Management or related field will be advantageous
- Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous)
- Experienced managing IT Risk and Change management
- Experience in planning and managing projects
- 5 years’ experience in Service Delivery Management or IT management or similar roles
Personal Competencies
- Strong interpersonal & leadership skills
- Excellent decision-making skills
- Ability to analyse and resolve problems
- Fluent verbal and written English communication skills
- Professional and confident communicator
- Effective listening skills
- Dynamic and high energy levels
- Good follow-up skills
- Be patient, tactful, diplomatic, and approachable
- Ability to work under pressure and meet deadlines
- Work accurately, meticulous, and high attention to detail
- Excellent organizational, planning and time management skills
- Ability to multitask and prioritize
- Strong administration skills
- Enjoy working in a team, but also can work independently
Job Type: Full-time
Pay: Up to R60 000,00 per month
