Job Description

Service Delivery Manager\xe2\x80\x99s role will be client facing and the successful candidate will be tasked with managing the customer relationship and daily operation run for our key clients.

RESPONSIBILITIES

1. Dedicated Service Delivery Manager for allocated customers to build relationships and become the single point of contact for all service related matters associated with the account.

2. Escalation point for allocated customer accounts

3. Prepare and deliver Network Performance Reports as per customer\xe2\x80\x99s need

4. Produce and maintain Operational Process Documents for the agreed supported networks

5. Produce and maintain Service Improvement Plans specifically tailored to the customer\xe2\x80\x99s needs

6. Arrange and attend customer service reviews as per the agreed schedule

7. Prepare meeting reports and actions list for all service reviews

8. Identify alongside with Account Management on potential to develop the customer\xe2\x80\x99s existing portfolio and increase revenue for the business

9. Ensure that customer incidents and requests are dealt with according to agreed Service Levels

10. Work closely with all areas of the business to address customer issues or service improvements as required

11. Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers

REQUIREMENTS

Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity. Experience in System Integrator environment will have added advantage.
IT Infrastructure Library (ITIL) certified and experience in application of the framework in the workplace.

Sound technical knowledge and understanding of IT/network/communications services including WAN/LAN, Systems, Data Centre and Telco infrastructure. Technical certifications will be added advantage

A good understanding of Local Government and Financial Service Institution, preferably from experience of working with or within that area

Have good exposure on Fixed and Mobile Telecommunication Infrastructure. Operations experience with a good overview understanding of Enterprise Networking and Cloud Implementation will be an advantage.

Proven track record of providing excellent customer service to SLA\xe2\x80\x99s and experience of managing key customer relationships within a service delivery type role

Proven experience in creating reports on SLA performance and service availability

Experience in managing 3rd party suppliers to agreed SLA\xe2\x80\x99s

Experience using network monitoring tools i.e. Solarwinds, HPIMC, Netflow to provide reports

Good documentation skills, specifically around documenting both internal and customer processes

Good working knowledge of Microsoft Excel (required)

Excellent communication and organisational skills

A pro-active approach to work, with a positive can-do attitude

Flexibility in responding to customers\xe2\x80\x99 requests as and when required

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