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<\/p>\n
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Job Title: Service Delivery Manager for IT Distributor based in JHB paying up to R900 000 FCTC<\/strong> Job Summary:<\/strong> Desired Experience & Qualification:<\/strong> National Senior Certificate (Grade 12) Experience:<\/strong>
\nJob Title: City of Johannesburg Metropolitan Municipality<\/strong><\/p>\n
\nDuties & Responsibilities:<\/strong>
\nFulfils 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\u2019s across all Service Desk staff and functions, develops, and enforces quality controls across all processes and procedures on the Service Desk.<\/p>\n
\nQualifications:<\/strong><\/p>\n
\nITIL V3\/4 and Project Management Certifications.
\nIT Diploma or degree preferable<\/p>\n
\n7+ years hands-on experience in IT Service Management.
\n5+ years\u2019 experience in an IT Service Delivery Environment
\n5+ years\u2019 Project Management experience
\n5+ in managing a service desk
\n5+ in people management
\nBroad understanding of technology services and infrastructural elements
\nIn depth knowledge of the ITIL framework and oversight of ITIL processes – Incident, problem and change management
\n7+ Contract management
\nVendor management experience, in the context of service delivery to clients
\nKnowledge and experience in organizational effectiveness and operations management
\nProven ability to manage the administration of operational business.
\nBuild and maintain excellent relationships with colleagues and clients.
\n7+ years\u2019 experience in building and managing a 24\/7\/365 service desk operations.
\n7+ years\u2019 experience in defining SLA requirements from contracts
\n7+ years\u2019 experience in service costing
\n7+ years\u2019 experience in (departmental) budgeting
\nClear, quality communication with customers and with the internal team
\nStrong people management skills
\nTrustworthiness and dependability
\nAbility to work unsupervised.
\nGood written and oral communication skills
\nGood time management and priority management
\nWillingness to operate in a team
\nGood understanding of technical IT concepts in order to be able to communicate effectively with technical team
\nAbility to proactively identify opportunities to help achieve target
\nAbility to do support operational and project costing
\nAbility to plan all logistics and resources required for a number of simultaneous projects
\nCommunication skills – ability to communicate confidently and clearly with all stakeholders, i.e., internal and external
\nProven ability to identify and proactively manage risks
\nAbility to work under pressure when dealing with and managing time critical production issues
\nSelf-motivated, precision worker that takes pride in work
\nMust have strong problem solving and troubleshooting skills<\/p>\n