Application Delivery Manager at Dimension Data

• The Application Delivery Manager (ADM) works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The ADM ensures the integrity of the services provided by the Dimension Data Group. The primary responsibility of the ADM is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients. They hold subject matter knowledge spanning Infrastructure and/or Application aligned to the Dimension Data Group Go-To-Market Practices.

Requirements

Enterprise IT Governance

• Reviews current and proposed information systems for compliance with the organization's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues.

Service level management

• Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Relationship management

• Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance Client and stakeholder relationships.
• Build a level of rapport and trust with identified customers to ensure ongoing business and growth, drive the value for the customer on an ongoing basis.
• Provide regular feedback (reports on weekly / monthly basis), keep customer up to date in terms of progress on incidents and service requests.
• Facilitate a monthly service delivery meeting with the assigned customers.
• Compile / review and approve change requests and discuss these with the customer.

Client service support

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved. Drafts and maintains policy, standards and procedures for the Client service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.
• Manage a diverse team of resources to deliver at an optimal level of service.

Manage the Service Delivery process

• The ADM assists in defining, developing and communicating the service delivery operations process and procedures. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the delivery process and procedure. This individual contributes to and participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for service operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts.

Manage strategy implementation

• The ADM provides input into the development of the tactical strategy and develops and implements a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data service divisions to build best practice services for our clients. They take responsibility for the management of services for strategic business change and ensure that services are aligned to the client’s business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the services business.

Transition of service contracts

• Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. They ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organisation.

Financial responsibilities

• The ADM analyses operational records, trends and costs related to estimated and realized revenues to project future revenues and expenses.
• Accountable for the billing process (ensure that customers are billed correctly and on time), Calculate and inform Finance of monthly WIP provisions.
• Monthly Reporting as defined within required timelines.
• Approve timesheets on a weekly basis.
• Manage stakeholder relationships
• They develop and maintain productive working relationships with peers and organizational role players to achieve optimal cross process integration.

Ensure client satisfaction

• The ADM is able to balance the needs of the client with the strategic direction of Dimension Data. They act as a bridge between the clients and the technical organization providing sound consulting services and recommendations based on Client and client needs, current information and trends. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.
• This role will act as the point of escalation for delivery teams for client satisfaction issues. This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve. This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients.

Ensure operational efficiency

• The ADM Manager ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation. He/she assists in the timeous identification and solving of operational problems. They implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities. These individuals implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.
• They ensure the provision of accurate and timeous reporting and related insights in respect of key performance metrics and recommendations to improve operational efficiency. He/she develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates. They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas.

Qualifications

• ITIL foundation

Work experience required

• Experience in service delivery within a large-scale technology services environment across a range of services including outsourced services
• Extensive experience in managed services and service delivery environment including technical and service management exposure
• Track record of effective workshop facilitation and interviewing skills
• Solid management and leadership experience
• Possess working knowledge of ITIL with preference to executing in the environment
• Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings
• Possess knowledge and understanding of IT industry environment and business needs
• Possess a strong business and commercial orientation with a supporting interest in technology
• Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors
• Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level
• Demonstrate a strong client and quality orientation