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Due to unprecedented growth a leading IT Distributor is looking for a Service Delivery Manager based in JHB. The role will pay up to R900 000 Fixed CTC

Job Title: Service Delivery Manager for IT Distributor based in JHB paying up to R900 000 FCTC
Job Title: City of Johannesburg Metropolitan Municipality

Job Summary:
Duties & Responsibilities:
Fulfils the role of a single client touch point and key custodian of relationships both internally and externally, including clients and support teams, for the co-ordination and delivery of services to the client. Ensures that service level agreements are being met, assists in the escalation of issues and requests from the business. Produces and maintains KPI’s across all Service Desk staff and functions, develops, and enforces quality controls across all processes and procedures on the Service Desk.

Desired Experience & Qualification:
Qualifications:

National Senior Certificate (Grade 12)
ITIL V3/4 and Project Management Certifications.
IT Diploma or degree preferable

Experience:
7+ years hands-on experience in IT Service Management.
5+ years’ experience in an IT Service Delivery Environment
5+ years’ Project Management experience
5+ in managing a service desk
5+ in people management
Broad understanding of technology services and infrastructural elements
In depth knowledge of the ITIL framework and oversight of ITIL processes – Incident, problem and change management
7+ Contract management
Vendor management experience, in the context of service delivery to clients
Knowledge and experience in organizational effectiveness and operations management
Proven ability to manage the administration of operational business.
Build and maintain excellent relationships with colleagues and clients.
7+ years’ experience in building and managing a 24/7/365 service desk operations.
7+ years’ experience in defining SLA requirements from contracts
7+ years’ experience in service costing
7+ years’ experience in (departmental) budgeting
Clear, quality communication with customers and with the internal team
Strong people management skills
Trustworthiness and dependability
Ability to work unsupervised.
Good written and oral communication skills
Good time management and priority management
Willingness to operate in a team
Good understanding of technical IT concepts in order to be able to communicate effectively with technical team
Ability to proactively identify opportunities to help achieve target
Ability to do support operational and project costing
Ability to plan all logistics and resources required for a number of simultaneous projects
Communication skills – ability to communicate confidently and clearly with all stakeholders, i.e., internal and external
Proven ability to identify and proactively manage risks
Ability to work under pressure when dealing with and managing time critical production issues
Self-motivated, precision worker that takes pride in work
Must have strong problem solving and troubleshooting skills

Package & Remuneration:
Up to R900 000 FCTC

To Apply:

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