Information Technology Service Delivery Manager at Cyberlogic

PURPOSE OF POSITION:

• Client-Facing: Service Delivery Manager is responsible for ensuring that his/her customers receive the highest level of service excellence from our Operations team. The Service Delivery Manager is pivotal in promoting a progressive, results driven and positive environment.
• Internal: The Service Delivery Manager should be able to use his/her experience to help coach and mentor their team by guiding, creating standards and promoting growth across their team(s).
• The Service Delivery Manager should be aiding his/her Team with capacity planning, identify skill gaps within the Team to enable the Team to support our Service Offerings.

KEY RESPONSIBILITIES:

Service Delivery:

• Contribute to organisational strategic planning by developing service policies and standards that are aligned with business objective key results.
• Ensure services are delivered according to agreed business standards and within service level agreements (SLA)
• Implement and uphold established processes, policies, and procedures within area of control.
• Ensure that the Operations Team are enabled to deliver service to a high standard.
• Serve as an escalation point for all matters relating to service delivery to the customer via operations
• Proactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risk.
• Compile and deliver monthly service reports to relevant stakeholders (internally and externally with clients).
• Service Delivery Reviews:
• Identify and report on trends in the environment and work with teams internally for root causes and potential upselling opportunities.
• Report on SLA compliance across support tickets.
• Review Customer Satisfaction scores for the month.
• Report on Patch and Antivirus compliance across the managed device landscape.
• Help identify infrastructure risks.
• Look out for opportunities around automation and process improvement.

Continuous Service Improvement:

• Identify opportunities for automation and procedural streamlining that can contribute to the scalability of the Operations Team.
• Help identify potential risks in a client environment.

Team Management:

• Responsible for management of team including interviewing, training, and performance management.
• Promote a progressive, results driven, positive environment within which our employees can thrive.
• Provide regular, constructive, and consistent performance feedback to team via monthly 1:1 session.
• Provides the team with shop-floor goal coaching and mentoring.
• Tracking Team growth using the available tools.
• Attend daily-check ins with the Team for planning and capacity purposes.
• Setup monthly 1:1’s with each direct report.
• Daily and future Team capacity planning.

Internal:

• Attend monthly internal strategy sessions as a Leader in the business.

Personal:

• Drives own personal, technical and career development.
• Conducts themselves professionally always.

KEY REQUIREMENTS:

• Relevant IT related Tertiary Qualification (Advantageous)
• Minimum 3-5 years working in a leadership role in an IT Service organisation
• Minimum 3-5 years in client facing role within IT Service organisation
• Good understanding and exposure to IT Operations environment
• ITIL V3 Foundation certification

OTHER REQUIREMENTS:

• You will be required to travel to clients. Own vehicle and a valid driver’s license are required.