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PURPOSE OF POSITION: Client-Facing: Service Delivery Manager is responsible for ensuring that his/her customers receive the highest level of service excellence from our Operations team. The Service Delivery Manager is pivotal in promoting a progressive, results driven and positive environment.
Offer
Internal: The Service Delivery Manager should be able to use his/her experience to help coach and mentor their team by guiding, creating standards and promoting growth across their team(s). The Service Delivery Manager should be aiding his/her Team with capacity planning, identify skill gaps within the Team to enable the Team to support our Service Offerings.

Job Title: IT Service Delivery Manager
LOCATION: Hybrid: Stellenbosch Office & Remote OR Johannesburg Office & Remote

Job Summary:
KEY RESPONSIBILITIES:
Service Delivery:
Contribute to organisational strategic planning by developing service policies and standards that are aligned with business objective key results.
Ensure services are delivered according to agreed business standards and within service level agreements (SLA)
Implement and uphold established processes, policies, and procedures within area of control.
Ensure that the Operations Team are enabled to deliver service to a high standard.
Serve as an escalation point for all matters relating to service delivery to the customer via operations
Proactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risk.
Compile and deliver monthly service reports to relevant stakeholders (internally and externally with clients).
Service Delivery Reviews:
Identify and report on trends in the environment and work with teams internally for root causes and potential upselling opportunities.
Report on SLA compliance across support tickets.
Review Customer Satisfaction scores for the month.
Report on Patch and Antivirus compliance across the managed device landscape.
Help identify infrastructure risks.
Look out for opportunities around automation and process improvement.

Monthly Salary: Market related

To Apply:

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