Responsibilities
• The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support.
• The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service.
• Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification).
• Process management and co-ordination for PI’s and RCA’s for incidents affecting their respective customers, in conjunction with the Problem Management Co-ordinator, ensuring the appropriate Business’ implement actions to prevent reoccurrences of the same issue.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that obligations are met, issues escalated and prioritised.
• Co-ordinating Change management activities as required.
• Working in conjunction with Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
• Assist the Service Lead with resource demand forecasting to effective delivery of end-to-end services
• Work in conjunction with the Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
• Work with Business to integrate new, enhanced and existing service offerings for the account.
• Supply input to the customer Annual Technology Plan.
• Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.
Requirements
• Minimum - Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.
• At least 5 – 6 years of IT Outsourcing experience in the combination of the following fields:
• Technical Infrastructure implementation,
• Project management skill set,
• A full and broad understanding of the IT Outsourcing Services and operation coordination skill set
• People management skill set
Licence no: 12C6060
