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.
\nOffer
\nInternal: 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.<\/p>\n
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Job Title: IT Service Delivery Manager<\/strong> Job Summary:<\/strong>
\nLOCATION:<\/strong> Hybrid: Stellenbosch Office & Remote OR Johannesburg Office & Remote<\/p>\n
\nKEY RESPONSIBILITIES: <\/strong>
\nService Delivery:<\/strong>
\nContribute to organisational strategic planning by developing service policies and standards that are aligned with business objective key results.
\nEnsure services are delivered according to agreed business standards and within service level agreements (SLA)
\nImplement and uphold established processes, policies, and procedures within area of control.
\nEnsure that the Operations Team are enabled to deliver service to a high standard.
\nServe as an escalation point for all matters relating to service delivery to the customer via operations
\nProactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risk.
\nCompile and deliver monthly service reports to relevant stakeholders (internally and externally with clients).
\nService Delivery Reviews:
\nIdentify and report on trends in the environment and work with teams internally for root causes and potential upselling opportunities.
\nReport on SLA compliance across support tickets.
\nReview Customer Satisfaction scores for the month.
\nReport on Patch and Antivirus compliance across the managed device landscape.
\nHelp identify infrastructure risks.
\nLook out for opportunities around automation and process improvement.<\/p>\n