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Service Delivery Manager (EE)

ENVIRONMENT: The expertise of a client-centric & strategic Service Delivery Manager is sought by a service provider of quality certification and cold chain management. You will be primarily responsible for client satisfaction for all ICT services by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts. You will require a Degree/Diploma in IT/Business or other relevant qualification, be ITIL certified, have 5 years’ experience in a similar role, 2 years People Management, Contract Management, a solid understanding of the full ICT technical landscape (infrastructure, applications, support, business intelligence, etc.), PFMA Act, PPEC Act, APS Act and other relevant legislation. Please note this is an Employment Equity position.   DUTIES: Overall accountability for the efficiency and effectiveness of service management and the client relationships. Implement a fully functional helpdesk for all ICT services, showing live dashboards and statistics. Develop a holistic support model that allows ICT to meet and deliver exceptional service to the business. The model must also aid the business to effectively and efficiently meet their service commitments to their customers. Ensure that the right employees, equipment, software and product are deployed and available and that the service delivered meets the quality requirements agreed with the client. Overall accountability for the service management governance. Overall accountability for developing, refining and meeting of service level targets across the business. Build effective working relationships with all of the ICT delivery teams and ensure that a culture of service management excellence is developed and maintained by the ICT team. Overall accountability to ensure that service providers delivers on contractual agreements, SLAs, ensuring that contract deliverables are understood, gaps are identified, corrected and delivered. Overall accountability to ensure that contractual agreements are signed, and renewals concluded before it expires. Prepare for and chair service review meetings, and distribute performance reports, meeting minutes and action registers. Monthly dashboards and reports of performance metrics to be distributed to CIO and designated management. Take ownership of and resolve (or further escalate) all escalations and incidents, until it is resolved. Build solid working relationships, processes, etc with service providers. Proactively identify risks to service delivery and drive the implementation of appropriate solutions to reduce the likelihood of escalations and/or delivery impact to the client. Develop and maintain accurate service improvement plans and drive the implementation thereof Ensure ICT team follows service delivery methodologies (i.e. ITIL, etc). Overall accountability to ensure the accuracy and maintenance of sites and head office standard operating procedure manuals and ensure that these procedures deliver seamless service performance throughout all service delivery teams. Contribute to ICT service excellence by providing client information, improvements, suggestions, assisting with the requirements for optimal delivery, and generally providing advice on the most effective way to service the client. Assist with the transition and implementation plans for any additional contracted services by service providers. Monitor and report on the contracted services financials. Ensure that accurate service reports are provided on a regular dashboard.  Implement visual, real time view of service metrics. Actively participate in relevant forums (RISCO, MANCO, procurement committees, etc). Keep up to date with what is happening in the client’s environment operationally as well as the client’s satisfaction level and provide CIO and ICT delivery teams with visibility of any priorities and risks. Conduct client satisfaction reviews and follow through on feedback received, present service review reports and chair service review meetings. Ensure acceptable participation in project delivery reviews and follow through on feedback received. Drive and implement process to accept project delivery into maintenance/support mode clearly defining requirements, signoffs, etc. Be an active member of the ICT management team to develop and rollout ICT strategy, operating model, projects and initiatives. Implement IT service management framework, methodologies and best practices, i.e. ITIL. Operational management of the ICT delivery team, creating and executing on plans and reporting on the team activities in the required forums. Ensure that direct reports are engaged and understand their career opportunities, by taking responsibility for the training and development of the team members. Management and accountability of projects with your area of responsibility. Also representing your area in other projects.   REQUIREMENTS: Qualifications – Minimum of a National Diploma or Bachelor’s Degree in Information Technology, Business or equivalent qualification. ITIL certification.   Experience/Skills – At least 5 years’ experience in Service Delivery Management. At least 2 years People Management skills. Solid experience in Contract Management. Solid understanding of the full ICT technical landscape (infrastructure, applications, support, business intelligence, etc). Solid experience in understanding business strategy and requirements. An understanding of Mobile Technology. Project Management. PFMA Act, PPEC Act, APS Act and other relevant legislation. IT Change control principles. Corporate Governance and Administrative procedures and systems. Problem solving and troubleshooting skills to resolve problems within agreed SLAs. Report-writing and technical contract reviewing skills.   While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.   COMMENTS: When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to and mention the reference numbers of the jobs.

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