Job Description:
Main Purpose of the Job:
To co-ordinate, control, monitor and facilitate client expectations for service delivery, employee development and organization objectives for all relevant principal accounts in accordance with the relevant job description criteria and client contracts and agreed service delivery expectations specifically pertaining to the ISP.

Main Responsibilities / Tasks:

Meet financial targets that were set for financial year budget.
Accurate forecasting for the next and current financial budget.
Manage MPLS Network
Involved in designing, maintaining Operational support Cost models ?
Manage ISP
Visit regions
Design and maintain proper Go to market model & Pricing models
Designing and implementing processes and work instructions according ?to ITIL standards ?
Involved in designing, maintaining Operational support Cost models ?
Meet with customers on a regular basis, present SLA packs
Staff appraisals and development
Manage third party service contracts with vendors.
Close interaction with Sales and Pre-Sales Departments
Growth planning, career planning
Implementing ITIL structure
Service Delivery Manager:
Address: Midrand, JHB North, Gauteng
Min Experience Required: 3 - 5 Years
Min Education Required: Grade 12 / Matric
Qualification Required: ITIL Foundation V3
Job Description:
Main Purpose of the Job:
To co-ordinate, control, monitor and facilitate client expectations for service delivery, employee development and organization objectives for all relevant principal accounts in accordance with the relevant job description criteria and client contracts and agreed service delivery expectations specifically pertaining to the ISP.

Main Responsibilities / Tasks:

Meet financial targets that were set for financial year budget.
Accurate forecasting for the next and current financial budget.
Manage MPLS Network
Involved in designing, maintaining Operational support Cost models ?
Manage ISP
Visit regions
Design and maintain proper Go to market model & Pricing models
Designing and implementing processes and work instructions according ?to ITIL standards ?
Involved in designing, maintaining Operational support Cost models ?
Meet with customers on a regular basis, present SLA packs
Staff appraisals and development
Manage third party service contracts with vendors.
Close interaction with Sales and Pre-Sales Departments
Growth planning, career planning
Implementing ITIL structure

Formal Qualifications Required:

Essential:

ITIL Foundation v3
ISP Network / MPLS Experience
IT Project Management Experience

Job Related Experience Required Time Span:

Managing a team of no less than 20 staff: 3 years - Essential
Project management of complex projects including multiple staff and/or vendors: 5 years - Essential
Customer relationship management: 5 years - Essential
Technical/IT Operations background: 5 years - Essential
Expected to work under huge pressure and have the capability to drive major failures to conclusion: 2 years – Desirable

Job Related Knowledge Required:

Essential:

Managing a diverse team of no less than 20 staff
Project management of complex projects
Customer relationship management of all levels including executives
An understanding of complex IT operational and service delivery environments
An understanding of the sales process until finalization
Strong Cisco Networking back ground

Job Related Skills Required:

Building customer loyalty and customer loyalty
Building a successful team
Building strategic working relationships
Coaching and mentorship of staff
Communication
Continuous learning
Managing conflict
Technical implementation and understanding
Planning, organization and documentation
Stress tolerance and tenacity
Travel regionally and locally
Sales, negotiation, value differentiation and closing of deals
Compilation and finalization of contractual documentation

Competencies:

Adaptability
Building Customer Loyalty
Building a successful team
Building strategic working relationships
Coaching
Communication
Continuous Learning
Contributing to team success
Customer Focus
Decision Making
Delegating Responsibility
Time Management
Initiative
Innovation
Managing Conflict
Planning and Organising
Quality Orientation
Stress Tolerance