Reporting to the Head of Service Delivery Management, the incumbent will be responsible to manage the internal delivery network to fulfil the customer contract. Indirectly responsible for on-site and national personnel within a matrix organization and 3rd party sub-contracts to ensure stability in Operational health, Service Excellence and excellent client satisfaction results.

Education and experience required:

• Grade 12
• Relevant B-degree (IT or Commercial degree)
• ITIL Service Management
• Project Management qualification or certification is advantageous
• At least 5 years Service Delivery Management experience
• At least 5 years Contract Management experience
• At least 5 years Financial Management experience relevant to contract management
• At least 5 years within an IT environment

Skills and Competencies

• Intermediate ITIL knowledge
• Intermediate Accounting principles
• Intermediate project management principles
• Basic infrastructure platforms and systems knowledge
• Intermediate service management practices and principles
• Excellent interpersonal skills
• Strong customer focus
• Excellent leadership skills
• Negotiation skills
• Influencing and persuasion skills
• Conflict management skills
• Excellent communication skils (verbal and written)
• Results orientated
• Relationship building skills
• Must be able to work under pressure and manage setbacks

Key areas of responsibility

• Accountability and responsibility for the achievement of contracted service levels and customer satisfaction targets across accounts.
• Manage the service lines and other direct service suppliers, in a service partnership as ‘One Service Team’ with the customer.
• Works with Customer Business Management, service lines and business development to ensure services are delivered satisfactorily and within contracted levels, while introducing new innovative products and services in line with client requirements.
• Defines, owns and implements OLA’s and SLA’s for the delivery organisation to ensure delivery against the set agreements within the contracted timeframes.
• Ensures OLA’s and SLA’s and any third party supplier agreements are in alignment and capable of delivering service.
• Rigorously ensure delivery against OLA’s and SLA’s.
• Escalation point for Customer Business Management and Management for delivery and high priority issues.
• Ensure day to day operational delivery and management of problem and incidents resolution.
• Will be part of the management escalation path and delivery management for service issues.
• Responsible for Budget, Forecasting and Cost Control
• Drive cost-reduction opportunities with delivery units and balance these against risks without compromising the quality of solutions.
• To provide accurate management information to all relevant stakeholders through effective reporting and knowledge management.
• To manage the delivery of service through the continuous improvement of good quality processes and procedures