Service Delivery Manager at Nexio

Job Description

The Service Delivery Manager (SDM) is responsible for service delivery management, contract management, and commercialization of Nexio customer contracts and service level agreements (SLA). Key elements of the role are to take accountability for managing customer experience, mitigating commercial and financial risk for Nexio and overseeing delivery into the client. The SDM must ensure that service levels are appropriately managed, and that regular reporting is provided to the client. The SDM must also oversee the output of internal operational teams to ensure that Nexio services are delivered in a well co-ordinated, professional manner that exceeds client expectations and enhances the client experience.   

ROLE REQUIREMENT 

• To serve as the single service interface into Nexio and the client.
• To be the first point of escalation for the client on matters relating to service delivery;
• To identify, analyse and mitigate contractual risk and concerns for Nexio and consult the GM: Services on such, where appropriate;
• To oversee all service delivery matter in line with contractual obligations;
• Understand and be accountable for the contract life cycle by:
• Implementing and maintaining the commercial model for the contract in manner that maximises Nexio’s financial returns whilst reducing commercial risk;
• Provide input into, and take ownership of, the overall contract with the client from negotiations through to termination/ renewal; and
• Manage the contract throughout its lifecycle in a matter that mitigates contractual risk and exposure for Nexio;
• Co-ordinate all billing and invoicing in line with the contractual terms;
• Develop and maintain functional relationships between all Nexio delivery units and external business partners; and
• Manage audit readiness relative to contract scope and requirements;
• Participate in audit compliance reviews and take remedial action appropriately;
• Third Party Management:
• Ensure that appropriate contracts are in place with all 3rd parties to protect Nexio’s financial, reputation and other interests;
• Implement and take ownership of Operational Level Agreements (OLA’s)/ SLA’s and Underpinning Contract (UC) management, tracking, measurement and reporting
• Ensure the services delivered aligns to the contracted scope of services;
• Manage quality of service delivered into the client;
• Take ownership of the Service Level Agreement (SLA) of the contract by:
• Taking the lead in negotiating feasible and achievable service level metrics for Nexio;
• Tracking operational delivery and managing it in a manner that ensures achievement of the SLA;
• Preparing and presenting regular (minimum monthly) service level reporting into the client in line with the client’s expectations and contractual obligations; 
• Strive to exceed SLAs if there are no additional cost implications;
• Analyse SLA compliance and identify areas of continuous service improvement;
• Third Parties:
• Oversee the management of any 3rd parties in line with the respective contracts, SLA’s and OLA’s;
• Compile, validate, present of weekly operational service reviews;
• Compile, validate, present of monthly SLA reports for client reviews; and
• Compile, validate, present monthly SLA reports for interna
• Compile, validate, present monthly SLA reports for internal management reviews.
• acilitate problem resolution and presentation of documented Root Cause Analysis of all failed tickets within 48 hours of failure;
• Guide and manage the troubleshooting and resolution of technical issues;
• Proactively manage the service into the client environment;
• Take ownership of management of capacity and availability of spares, hot swop equipment and other resources into the clients’ environment;
• Develop, document and maintain service-specific standard operating procedures ensuring that client specific processes are in place and formalised;
• Manage changes into the client environment in line with best practice Change Management processes;
• Manage escalation process – internally and externally;
• Management of ITIL process and procedures relating to client environment;
• Service Improvement Plans (SIP) and Continuous Service Improvement (CSI):
• Own the development of SIPs and CSI plans;
• Manage implementation of SIPs and CSI plans;
• Measure the effectiveness of CSI plans and SIPs;
• Identify, manage and implement improvement of service delivery procedures;
• Participate in, and oversee where applicable, any projects into the client’s environment
• Conduct regular audits of adherence to service delivery processes and procedures and contractual obligations.
• Assistance in sourcing for recruitment and contracting of Service Management Staff Employee development, and training
• Employee relations (Customer, 3rd Party Suppliers, Internal Opco’s, Sale Segments)
• Performance management of contracting staff against agreed KPI’s
• Employment and compliance to Service Management methodologies, processes and agreed business rules
• Work with operational teams (and 3rd parties and client where applicable) to successfully define jobs, select the right people into the right positions and on-boarding them into the service delivery structure for the client;
• Effectively clarifying performance expectations, demonstrate commitment to employee development and execute against the applicable requirements for coaching;
• Communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Nexio values thereby gaining employee commitment; and
• Motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees.
• Provide Executive Management with service performance reports and / or other reports applicable to the business / customer / direct reports
• Audit & verify all Service Manager Allocation requests against agreed principles (Revenue, Strategic, Geographic, Segment etc.)
• Provide Executive Overview of all customers under Service Delivery Manager umbrella in terms customer satisfaction
• To plan Service Management resource capacity, assign and manage resources
• To ensure effective engagement, contribution & ownership to all RFP’s / RFI’s within the business
• Engage Monthly with Internal Stakeholders to address any challenges within the business affecting Service Management & Resolver Department
• Managing escalations to Executives effectively & professionally whilst supporting direct reports with customer engagements
• Drive quality improvements in the Service & Resolver Department while ensuring business requirements are being met
• To supervise all customer service managed accounts across set KPI’s
• To ensure availability and continuous revision of processes and methodology
• To communicate initiatives, performance and other essential information across the Company and the Customer Company related to Service Management
• To plan and monitor execution of programs and projects and to ensure the successful execution within agreed quality standards
• To professionally deal with customer, employee and executive management escalations
• Mentorship
• Understand the client’s business and the role of the services provided by Nexio to their business outcomes, strategy and aspirations;
• Ensure a clear understanding of the client’s strategy and roadmap with a view to identifying on-sell opportunities into the client;
• Ensure that the Nexio services drive the client’s desired outcomes, where applicable to Nexio’s scope, to constantly add and demonstrate value; and
• Project manage minor initiatives where necessary.

KEY COMPETENCIES  

• A strong grasp of best practice operations management;
• Strong technical capabilities;
• Excellent leadership and relationship management skills;
• Strategic thinker;
• Contract Management experience and skills;
• Commercial mind-set;
• Process driven;
• Excellent Service Level Management skills; and
• Excellent communication, problem management and conflict resolution skills;
• Ability to meet deadlines – and work under pressure.
• Attention to detail and a passion for quality.
• Analytical approach to service and cost management;
• Good communication skills required – written, presentation & verbal;

PROFESSIONAL COMPETENCIES 

• Proven ability to drive collaboration and lead multi-disciplinary technical teams;
• Significant experience in delivery of projects, services and solutions;
• Previous budgeting and procurement experience are essential;
• Previous experience in the effective management of vendor relationships and contract management
• Understanding of service delivery models and the commercialization thereof.

QUALIFICATIONS & EXPERIENCE 

• Minimum of an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
• 3 years’ experience in managing a team of at least 10 individuals
• Relevant IT Degree would be an advantage