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

Shortlisted candidates will be offered a 1 Year Agency Contract employment.