Responsibilities

Own end-to-end service delivery performance for assigned customer account(s), covering services delivered under the contract by the Group and/or its delivery partners.
Act as the primary service delivery SPOC and lead regular customer governance, service reviews and operational engagements.
Ensure SLA/OLA and contractual service commitments are met, with clear tracking of performance, risks, issues, actions and customer experience.
Lead major incident and escalation management from a service management perspective, ensuring timely communication, restoration, RCA/corrective actions and closure.
Coordinate account, technical, operations, vendor and partner teams to deliver agreed customer outcomes.
Provide operational leadership and governance across service and technical delivery teams for day-to-day operations.
Monitor incidents, problems, changes, capacity, availability and operational risks, and ensure timely corrective actions are driven to closure.
Ensure appropriate SOPs, operational controls, documentation, service reporting and governance cadence are maintained.
Drive problem management for recurring issues and ensure changes are appropriately planned, approved, executed, validated and communicated.
Manage third-party partners and align their service performance, competency and deliverables with company's contractual obligations.
Manage delivery costs and financial performance for the service account(s) under the SDM's purview.
Monitor resource utilisation, cost recovery and delivery efficiency, and highlight financial risks or gaps in a timely manner.
Work with Account and Commercial teams on contract scope, service variations, renewals and out-of-scope requirements.
Ensure additional customer requests are properly assessed for scope, effort, cost and approval before delivery commitments are made.
Lead assigned delivery resources through direct and/or matrix management, including internal teams, partners and contractors.
Set clear responsibilities, performance expectations and delivery KPIs, and provide regular coaching and performance feedback.
Conduct regular team engagement and one-to-one sessions as appropriate to the management model.
Identify capability and resource gaps and drive appropriate training, succession, retention and resource planning.
Promote collaboration, accountability and continuous improvement across the delivery team.
Proactively identify and manage delivery risks, service gaps and improvement opportunities, with clear owners and target dates.
Drive Continuous Service Improvement initiatives within the approved scope and governance framework.
Support account renewal and growth by maintaining customer confidence and identifying relevant service improvement or value-add opportunities.
Ensure proposed improvements or new commitments remain operationally sustainable and aligned with contractual and commercial controls.

Requirements

Degree in IT, Engineering, Business or a related discipline, or equivalent relevant experience.
Minimum 6 years of relevant experience in service delivery, operations or managed services, including at least 2 years in an enterprise-scale IT environment. Experience supporting at least one technical domain and managing customer-facing service delivery is required.
ITIL Foundation knowledge/certification or equivalent service management knowledge.
Working knowledge of at least one enterprise technology domain (Network, Systems, Database, Storage, Hosting, Cloud or Workplace Services)
Experience in Incident, Problem and Change Management, SLA/KPI management, service reporting and customer governance
Strong customer and stakeholder management, communication and presentation skills, with demonstrated people and matrix leadership capabilities.
Strong problem-solving, decision-making and escalation management skills, supported by good financial and commercial acumen.
Working knowledge of managed services contracts, SOWs, SLA/OLA frameworks, vendor management and service management tools/processes.