National Service Delivery Manager at Datacentrix

• Datacentrix is looking for a National Service Delivery Manager. This is a fixed term contract. The responsibility of the National Service Delivery Manager is to ensure the establishment and maintenance of key relationships between lines of business and customers with the key objective of ensuring that consistent and efficient support and services are provided through communication, negotiation, measurement and management of service levels. The National SDM must have at least 8 years of experience in the managed services environment, along with extensive expertise in SLA management.

Qualifications, Experience and Skills Required:

• Matric and relevant Degree, Diploma in the related field
• Minimum of 8 years’ experience within the IT sector
• Good all round IT skills with technical knowledge
• Strong written and verbal communication skills
• Good leadership skills
• Project Management experience
• Knowledge of ITIL framework

Key Performance Areas:
Operational Support

• The provision of services into the customer organization based on the services defined and in accordance with the contractual obligations agreed to between Datacentrix and the customer;
• The operational management of the Onsite resources, in the performance of their duties for the services delivered to the customer which includes the adherence to standard processes and procedures and conformance to policy regulations;
• The application of Datacentrix performance management methodology to all contract resources onsite
• Drive compliance to defined standards, policies, processes and procedures within the operational support environment

Customer Experience and Satisfaction:

• Provision of the daily, weekly and monthly reporting to the customer to communicate the delivery of services
• Responsible to drive feedback and communication to the customer on all escalated incidents
• Ownership of the Customer Events calendar ensuring the various meetings, presentations and discussions take place when they’re supposed to, based on the annual calendar and the right representatives from both organizations are invited
• Establish ongoing recruitment requirements within the clients to ensure revenue and GP growth

Managing Human Resources:

• Complete KPI’s and PDP for all contract employees were applicable as per the contract
• On-boarding of new staff – employee orientation
• Proactively build a database of suitable replacement contractors for all areas of the business

Financial Management:

• Ensure a detailed understanding of the service costing model per customer and ensure services are delivered within the cost model defined for the customer services;
• Ensure invoices are accurate and submitted on time in accordance with the customer defined billing process and the formal Datacentrix financial process followed correctly;
• Drive the payment of invoices to take place within 30 days, or as per the signed Customer contract and strive to maintain the debtors aging to less than 55 days
• Maintain healthy margins through successful fee negotiations and cost management

Query Management:

• Ensure the required escalations (verbal and email) to the appropriate management representative take place where non delivery of services is identified.

Risk Management:

• Pro- actively identify and manage risk to the business