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Reflex Solutions is an owner managed business that has vast in-house experience and skills in networking and IP telephony. We provide a full range of ICT solutions to our clients: Connectivity Communications Cloud Carrier Services Security Operations Centre Fractional CIO End User Computing
Purpose:
To ensure that Reflex continuously does more with less without compromising on quality, whilst making our clients adore us, ensuring business growth and retention. As Reflex’s Service Delivery Manager, you will be responsible for managing the day-to-day IT Operations on behalf of the clients you look after, acting in the best interest of the client and Reflex. Your main focus will be to ensure that we exceed our client’s expectations and that we deliver an unrivaled client experience during every single interaction.
As Service Delivery Manager you will be responsible for
- Client Ticket monitoring and escalations
- Client IT Operations
- PRTG Alerts managed by NOC, specifically P1 tickets
- Quotes
- Reporting
- Onsite Support
You will be responsible for leading, motivating and supporting the team, from a functional point of view, ensuring that incidents are dealt with promptly to the delight of the end-user and that we comply with the SLA at all times, whilst focusing on continuous improvement and the client experience, creating, and reaping from cohesive and collaborative relations with BU Managers and sub-ordinates, toward a shared goal, in line with our core business values.
The Service Delivery Manager is seen as the FCIO’s right hand and these two positions need to function as a unit in tandem, the FCIO will focus on strategy, risk, risk mitigation, major proposal and projects where as the Service Delivery Manager will focus on day-to-day operational matters, including but not limited to: standard hardware sales, service escalations, service level management, daily/weekly support reports, incident management and coordination with the clients internal IT team if applicable.
The Service Delivery Manager will also act as an escalation point for Reflex as well as the client to coordinate support, downtime, change management and site access if needed.
Key responsibilities:
- Oversee the incidents, problems, changes, and requests pertaining to your client IT operations in line the MSA/ SLA (the various ITIL roles and practices) and manage
- Manage and coordinate urgent and complicated support issues and P1 tickets, becoming the incident manager in cases of major outages.
- Act as an escalation point for your clients and the BUs.
- Trending recurring issues/ incidents/ alerts. Steer and collaborate to determine root cause of issues and communicate appropriately to internal and external stakeholders and the client.
- Manage process for communicating outage/emergency activities to the organization and to clients.
- Manage vendor relationships as it depends on daily operational needs.
- Review survey feedback (CSAT) to improve services, tools and support experience.
- Keep confidential all client, and company proprietary information.
- Provide data and reporting on SLA and trends to management and the clients ad-hoc, weekly, monthly, and as needed.
- Monitor and manage ticket queue’s is collaboration with the Helpdesk Supervisor and Call Coordinators.
- Work with the Helpdesk Supervisor and BU Managers to make Service Desk the single source of service delivery channel for the company and the single source of truth.
- Collaborate in terms of the knowledgebase repository in terms of SOPS.
- Manage an effective and workable ITIL framework for managing and improving client support in the organization.
- Advise management and/ or EXCO on situations that may require additional client support or escalation.
- Escalation may involve out of hours’ support via phone or email.
- Train, coach, and mentor functional subordinates.
- Manage the standby rosters.
- In collaboration with Call Coordinators, ensure that clients receive timely updates on incidents (dormancy of tickets).
- In collaboration with Call Coordinators, ensure that client incidents that involve vendors are coordinated so that the client receives a consolidated response from Reflex.
- In collaboration with Call Coordinators, ensure that incidents are set to the correct priority, ticket type, status, and are within SLA for response and resolution.
- Maintain accurate contact databases and records for use in client communication.
- Client orientation- Introducing existing or new clients to our BUs and products, helping them to better understand our systems, processes, and people.
- ‘Service Owner’ (Ticket Ownership)
- As ‘Service Owner’, the incumbent is responsible for delivering a particular service support within the agreed service levels and owns all tickets from cradle to grave.
- Typically, he or she acts as the counterpart of the Service Desk Supervisor/ Call-coordinators and BU Manager in any matters related to service levels.
- Must ensure that technical and hierarchical escalations happen timeously and in line with SLA and OLA.
- Manage client expectations & the overall client experience through SLA compliance in incident resolution.
- Drive Communication to ensure clients as well as other escalation points are always informed
- Assist the FCIO in ensuring the client environment and all compliance processes are documented and communicated to Reflex internally as well as to the client.
- Provide Daily/Weekly Reports to client on support issues and ticket management identifying recurring issues and advising the FCIO of risks relating to operational matters.
- The Service Delivery Manager will be responsible to provide the operational team with the correct client information i.e., updated site contact details, VIP Lists, after hours escalation detail, updated 3rd party processes.
- The Service Delivery Manager will also be responsible to require and communicate Route Cause Analyses reports for clients (RCA MI Reports).
Minimum Requirements
- Minimum 2 years’ experience in a Service Delivery Manager role (compulsory)
- Technical IT Experience and Qualification (A+, N+, MCP) (preferred)
- ITIL Qualification(Foundation V3 or v4) (compulsory)
- Good problem-solving, time management and prioritization skills
- Experience in incident management and escalation
- Proficient in English
- Excellent written and verbal communication skills
- Customer-oriented and cool-tempered
- Valid Drivers’ License and own reliable transport
- Able to work under pressure with a sense of urgency
- Able to work outside of normal business hours
- Willing to travel
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