Responsible to manage the internal delivery network to fulfil the customer contract through Service Delivery Managers.
To manage the client, contract and delivery of services to ensure customer satisfaction and the attainment and growth of Revenue and Gross Profit. Manage and lead all delivery support functions. Indirectly responsible for on-site support personnel within a matrix organization and 3rd party sub-contracts.Responsible to manage the internal delivery network to fulfil the customer contract through Service Delivery Managers.
To manage the client, contract and delivery of services to ensure customer satisfaction and the attainment and growth of Revenue and Gross Profit. Manage and lead all delivery support functions. Indirectly responsible for on-site support personnel within a matrix organization and 3rd party sub-contracts.

1. General Management:
? Overall accountability and responsibility for the achievement of contracted service levels and customer satisfaction targets across the Client account.
? Manage the service delivery team and other direct service suppliers, in a service partnership as ‘One Service Team’ with the customer.
? Participate in the strategic planning for Service Delivery Management and ensure effective national, regional and on site introduction and communication of all strategic activities.
? Support the Head of Service Delivery Management in the standardising of processes to generate efficiencies, synergies and to ensure alignment to the International Business Model.
? Involvement in the Sales process from Quality Gate 3 to ensure the feasibility of the delivery model, timelines, quality, budget and to recommend portfolio standardisation.
? Responsible for Client retention through establishing and maintaining service excellence and client satisfaction which includes handling of customer complaints and escalations within the framework of the complaint management process
? To establish and maintain relationships and partnerships with internal and external providers.
? To provide accurate management information to all relevant stakeholders through effective reporting and knowledge management. Conduct customer, service reviews (eg SLA, penalties) and track derived measures and activities
? To define and thus is responsible for implementation of site specific and national governance and service delivery framework in line with Service Delivery Management standards and processes as well as ensuring Best Practice in the area of responsibility.
? Responsible for service provision and thus contractual obligation through ensuring constant fulfilment of client specific Service Level Agreements (SLAs) as well as Operational Level Agreements (OLAs).
Planning and controlling the service provision, commissioning internal and external suppliers and ensuring appropriate capacity management to fulfil the KPI’s at contractual level including transition and implementation projects.


2. Financial Management
? Planning, forecasting, optimization and control of all production costs (ILV and AEK) on order- and customer level.
? Management of the agreed invoicing as per the MSA budget, including growth of Revenue and Gross Profit aligned with the MSA and associated agreements.




Qualifications and experience required:
? Matric – compulsory
? Relevant information technology degree and or relevant tertiary diploma is compulsory
? IT industry related experience – 10 + years
? IT Service Delivery Management experience 8-10 years with a sound understanding of the underpinning technologies i.e. Unix, DBA, desktop etc
? At least 8-10 years leadership/management experience within the IT environment is compulsory
? A minimum of 8 years experience in both a Supply and Demand management role in a corporate environment is compulsory
? Sound knowledge and understanding of business strategies of own customers and development opportunities and potentials
? Sound Knowledge of Sales processes and knowledge in e.g. Account and Budget Planning, ICT sales, Project Management and Win-Win Deals
? ISO 2000, ITIL Service Management, CobIT foundations, and formal project management training is compulsory.
? Proven track record in strategic client relations management is compulsory
? Ability to consolidate and define current and future platform strategic solutions
? International IT/Service Delivery exposure an advantage