Service Delivery Manager (Junior) in Cape Town at Logicalis

ROLE RESPONSIBILITIES:

• Single service interface and point of escalation for client
• Identify and analyse contract delivery issues and convey to Contract Manager
• Participate in audit compliance reviews and action appropriately
• Understand the contract life cycle
• SLA preparation and evaluation
• Assist Contract Manger with the accuracy of contract billing
• Manage audit readiness relative to contract requirements
• Develop and maintain functional relationships between all Logicalis delivery units and external business partners

OLA (Operational Level Agreement) and UC (Underpinning Contract) negotiation, set-up and measurement

• Facilitate problem resolution
• Guide and manage the troubleshooting and resolution of technical issues
• Proactive management of customer estate/services
• Management of changes to the environment
• Manage escalation process
• Management of ITIL process and procedures
• Own the development of Service Improvement Plans
• Manage implementation of Service Improvement Plans (SIP)
• Identify & Manage implementation of continuous improvement opportunity
• Identify, manage and implement procedure improvement
• Ensure projects are delivered
• Project measurement and small project management
• Audit delivery processes and procedures

DELIVERY RESPONSIBILITIES:

SLA’s

• Manage Quality of service delivered
• Ensure SLAs are met
• Third Party Management
• Conduct Operations Performance Reviews - validation, presentation of monthly SLA reports
• Schedule and chair Weekly Operational Service Meeting
• Assist in management and measurement of conformance to service level agreements

KEY PERFORMANCE INDICATORS:

• Management of Customer Satisfaction
• Own and manage Customer satisfaction
• Customer Satisfaction measurement and overall improvement
• Maintain a good Customer relationship

General

• Understand the Customer business and the impact of Technology to their business
• Assist in helping the client develop their IT strategy
• Assisting in driving down TCO where applicable
• Project management where necessary.

PERSON REQUIREMENTS:

EXPERIENCE:

• People management skills.
• Good customer relationship skills.
• Dedicated personality with a sense of urgency.
• Process driven personality
• Ability to meet deadlines – and work under pressure
• Attention to detail and a passion for quality
• Must have a strong drive to work in a team.
• Ability to handle conflict and to resolve problems.
• “Can Do attitude”

QUALIFICATIONS:

• Graduate or qualified by experience
• ITIL Foundation certificate
• Technical certification
• Minimum 5 years SDM experience
• 5 -7 Years Computer background