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Service Delivery Manager
Job Ref
272747
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
17 Mar 2017
Expiry Date 1 May 2017
Expiry Date 1 May 2017
* There have been 25 applications to this job.
* This job has been viewed 1707 times.
Employer:
Datacentrix
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Overall ResponsibilityCustomer Service (being compassionate)
Daily Onsite Operations (processes and procedures)
Resource Management (induction, training and development,leave/sick leave, etc.)
Incident, Change andProblem Management (incl. trend analysis and reporting)
Escalation Management and Resolution
Continuous Service Improvement (being proactive)
3rd Party Management
StrategicSupport and Growth of the Services delivered to the Customer
Daily attendance of Services and Management Meetings
Monthly Service Review and Customer Survey Index CSI(reporting and presentation)
Removing allobstacles to customer satisfaction and / or financial performance
Communicating across organizational boundaries – from engineersthrough to senior managers
Relationship buildingbetween the Customer and Datacentrix (Customer Centricity and New Opportunities forImprovements)
Passion for the IT Managed ServicesIndustry
Core Competencies
Our SDMs are professionaltechnical services managers responsible for co-coordinating the delivery of services into keyenterprise customers. The SDM plays a vital role in creating long-term healthy service provider -customer relationships, acting as the bridge between the client and our operational delivery teams.The key responsibility of the SDM is governance across all areas of their services including servicemanagement, incident and change management, continual service improvement and customer satisfactionas well as playing a key role in ensuring the highest level of operational service delivery.
Education
Essential Must have Matric
IT-related tertiary qualification
ITIL v3 Foundation Certified
Related ITQualification (certification or diploma)
Service Delivery Managementexperience (2+ years)
Service Delivery Team Leadexperience (3+ years)
Service Desk Managementexperience a distinct advantage (3+ years)
ManagedServices working history (5+ years with strong technology support background)
Strong technology competency in Microsoft products to enable conceptualunderstanding of solutions supported and to assist team in delivering effective supportservices
Operates Effectively in a Service drivenculture
People Management and Leadership Skills - Achieves delivery throughpeople
Ability to Build and Maintain effectiveCustomer Relationships
Strong CommunicationSkills, both verbal and written, and the ability to feedback technical information to alllevels
Works well under pressure
Strong ability to prioritise
Customer Centric
Owntransport and valid driver’s licence
Work Experience Required
Service Delivery Management experience (2+years)
Service Delivery Team Lead experience (3+years)
Service Desk Management experience adistinct advantage (3+ years)
Managed Servicesworking history (5+ years with strong technology support background)