Service Delivery Manager - Cape Town at Datacentrix

Critical Requirements - Skills, Experience & Qualifications:

• Matric/Senior Certificate
• IT Related Tertiary Qualification (Degree or Diploma)
• Project Management Certification
• ITIL V3/V4 (Foundation)
• Solid IT Service Delivery Management Experience (5 Years+)
• Project Management (2 Years+)
• Service Management (2 Years+)
• Continuous Service Improvement
• Resource and Capacity Management
• Operations Management
• Escalation Management and Resolution
• Identify new business opportunities
• Manage Third Parties
• Report Management

Responsibilities:

• Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
• Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
• Establishing and articulating business requirements for new services or changes to existing services.
• Mediating in cases where there are conflicting requirements for services from different business units ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.
• Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.
• Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service.
• Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
• Ensuring that targets agreed within underpinning contracts are aligned with SLA targets.
• Ensuring that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.
• Ensuring that service performance reviews (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed.
• Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
• Reviewing service scope, SLAs, OLAs and other agreements on a regular basis.
• Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate.
• Identifying all customers and other key stakeholders to involve in SLA negotiations.
• Managing customer complaints including their recording, management, escalation (where necessary) and resolution.
• Measuring, recording, analysing and improving customer satisfaction.