Service Delivery Manager at IQbusiness

Job Description

• The Security Services environment within our iqbusiness subsidiary is looking for a Service Delivery Manager. The role is to manage customer operations and ensure SLA targets are met and risk and issues are proactively detected. Identify areas needing improvement, devise strategy for such improvement and drive implementation thereof. Own operations within the customer space, including project execution and ensure that implementation minimize customer risk and impact.

Responsibilities:
Financial Management:

• Full responsibility and accountability for all aspects of the Contract's requirements, budget and on-going delivery in conjunction with the relevant internal departments.
• Interact directly with the Partners and/or the customers and ensure that the relevant management teams have an overview on the delivery of Status, Solutions.

Service Delivery:

• Direct, monitor, improve and report on all Services to ensure contractual service performance criteria are met - (end to end management).  Liaison with all levels of technical support groups within +OneX and externally within the customer organisation, third party suppliers and service partners.
• Ensure overall service improvements in compliance with contractual performance obligations and the avoidance of penalties being incurred.
• Ensure relevant processes and procedures for the Contract is documented, registered, controlled and implemented, as per contract requirements, in accordance with standard +OneX methodologies and practice.

Customer Relationship Management:

• Establish and maintain strategic relationships at appropriate levels within the customer organisation inclusive of decision-making authority on an operational level in order to manage and exceed customer expectations.
• Understand and add value to their business, which is executed in co-operation with +OneX Programme/Sales/Contract/Commercial management where applicable.

Information Management:

• Collate service and performance feedback via monthly management reports.

Compliance:

• Adhere to rules and regulations and safety as laid down by the Company policy and Business Conduct Guidelines. 

Requirements:
Service Delivery Management:

• 5–10 years’ experience managing large or complex service delivery solutions within an operational delivery or outsourcing environment.

Technical & Process Knowledge:

• 5–10 years’ experience with strong understanding of ICT solution components and process-driven operations.

Leadership:

• 5–10 years’ experience managing staff within a client-site environment.

Intercultural Management:

• 5–10 years’ experience managing teams across diverse cultural backgrounds.

Qualifications:

• Postgraduate Degree or Diploma in Electronics, Communications, or a related field.
• ITIL Practitioner or ITIL Manager certification.
• Formal leadership training.

Experience required:

• Strong service delivery and SLA management
• Solid ICT technical and process understanding
• Financial and contract management capability
• Effective leadership and people management skills
• Strong customer and stakeholder engagement
• Proactive problem-solving and risk management
• Clear communication and reporting skills