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Responsibilities

  • To lead, manage, drive the Operations/Projects for  Managed Services outsourcing client assigned.
  • 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 andnotification).
  • Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the  Problem Management, ensuring the appropriate  Business implement actions to prevent reoccurrences of the same issue.
  • Monitor and Manage Service delivery and Service Level Agreements ensuring that obligations are issues escalated and prioritized.
  • Coordinating Change Management activities as required.
  • Identify, implement and drive service improvements to increase customer satisfaction.
  • Forecast resource demand to ensure Business can plan and effectively deliver end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis.
  • Service Delivery Manager is accountable for account service problems and prioritization of work requests for their monitoring specific customers.
  • Work with Business to integrate new, enhanced and existing service offerings for the account.
  • The Service Delivery Manager may 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.
  • Understand Technical setup of the Client and provide technical inputs to manage existing with continuous improvement/enhancement required.

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

Shortlisted candidates will be offered an Agency Contract.  Agency Contract duration is till 31 March 2027