Service Delivery Manager

SUMMARY:
Datacentrix is looking for a Service Delivery Manager to manage the overall performance on all SLA clients. The role is based at our Midrand offices.

POSITION INFO:
Qualification and Experience Required:
Matric
ITIL certification
At least 3 years experience in the Service Delivery Management role

Role and Responsibilities:

• Responsible for the overall performance on all SLA clients. Such a person should understand the agreed SLA and the groups responsible for delivering against the SLA’s.
• In all instances where an incident exceeds SLA criteria, is responsible for Root Cause Analysis and to rectify shortcomings in any process or procedure
• Studies the incident statistics and reports on failures, trends and successes. Suggestions to continuously improve process or procedure, as a result of analysis, form an integral part of responsibilities
• Ensures compliance to all policies, processes and procedures governing team deliveries or used in achieving work outputs of the team
• Responsible for assembling, preparing and presenting all operational statistics on a daily, weekly and monthly basis to the Operations Manager
• Manages staff productivity to ensure maximum output with a high Customer Satisfaction rating
• Responsible for providing daily (or more frequent if necessary) feedback to the Client on the status of call
• Responsible for escalation resolution to ensure that all SLA’s are met.
• Responsible for identifying development needs for team members in relation to each member’s specific role and responsibilities and, in conjunction with the Operations Manager / Technical Support Manager, implementing training and development interventions to ensure staff are fully equipped to perform their roles.
• Responsible for monthly trend analysis which will be used to reduce the overall amount of incidents and service requests.
• Responsible for all processes, procedure, standards and policies – quarterly review
• Gap Analysis
• Daily/weekly /Monthly reporting
• Responsible for Risk Management
• Responsible for Lifecycle Management
• Responsible for building and maintaining effective operational and tactical relationships in support of the customer engagement model
• Responsible for managing customer perceptions and evidence of delivery
• Effectively identifies deviations from committed scope and engages with customer and internal support teams to address these