IT Service Delivery Manager

SUMMARY:

IT Service Delivery Manager - CAPE TOWN CBD
MUST BE WILLING TO WORK EITHER USA AND / OR UK HOURS

Basic Function:
this is a business and client facing role that ensures a seamless IT Service management, helping business growth and creating value for business and their clients through IT intervention. Focus on relationship management with business client IT Teams.

Essential Functions:

• Client Portfolio Management - End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery - Lead Service delivery reviews on SLA adherence, ongoing projects with client and internal stakeholders
• Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client internal stakeholders
• Business Value Creation - responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operations
• Driving effectiveness of Compliance & Information Security as part of Service Delivery of Client processes. Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams
• Major incidents Database - Capturing of all client processes downtimes / application issues & Major downtimes for usage in future

POSITION INFO:

• Technical Skills:

• Good understanding of Networking, Systems, Voice and Business applications
• An Industry recognized certification like ITIL / ITS< os an advantage
• Understanding of Project Management Methodology
• ITIL Framework / knowledge (Incident Management, Problem Management, Change Management, Service management)

• Ability to interface and communicate at all levels within the company and client organizations
• Understanding of Enterprise, Business Process, Service Delivery is vital
• Working knowledge of MS Office Suite and MS Projects as well as Visio

• Good presentation and interpersonal skills
• Excellent problem solving skills in a cross functional environment
• Client stakeholder management
• Strong verbal and written communication skills
• Strong customer service orientation ability to connect with global customers and work with Global teams
• Good Listening and consultative skills

• Graduate - B.Degree or B.Tech degree
• Industry recognized certifications like ITIL / ITSM PMP
• Minimum 8-12 years' experience in managing IT service delivery of BPO large client relations +- 800 seats
• Willingness to work in a 24 / 7 environment and must be willing to work various shifts - discussed in interview