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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:
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
Influencing and persuasion skills
Conflict management skills
Excellent communication skils (verbal and written)
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