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Ops Manager: Service Delivery Manager

Job Ref
Job Type
Employer Type
Recruitment Agency
Date Added 23 Aug 2019
Expiry Date 20 Sep 2019
* There have been 36 applications to this job.
* This job has been viewed 2638 times.


Market related


Role details:
To manage and control the resources required to deliver the contracted services to internal clients, by being fully aware of the status of all services provided to the client.

Initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.

Service Delivery Life Cycle management
- - - - - - - - - - - - - -
Key Deliverables / Primary Functions
• To ensure that all requirements of the agreement is adhered to at all clients.
• To review all requirements as per SLA with client during weekly / monthly meetings by referring to monthly reports drawn.
• To follow-up daily on all calls left open, past required date for last update and over the applicable percentage of escalation by referring to G8Keeper reports drawn and taking actions as required.
• To produce on a monthly / quarterly basis various reports from G8Keeper and provide clients with a detailed report together with an executive summary as per requirements of the applicable SLA.
• To monitor and deliver on the required outputs of the SLA to ensure customer satisfaction.
• To provide required reports to clients and meet with clients on a weekly / monthly basis to discuss satisfaction with service delivered and address complaints.
• To escalate queries timeously and ensure that these are resolved accurately in accordance with SLA requirements.
• To Identify through client discussion on a weekly/monthly basis opportunities for additional business and expansion of current business opportunities
• To immediately act upon all identified sales opportunities as well as refer to the relevant parties all sales opportunities exceeding the limit of transactional and annuity limits that apply.
• To optimise monthly the cost effectiveness of accounts by identifying resource requirements and comparing this with less expensive available resources that limit expenditure yet maintaining SLA
• To assist the site champ with managing all the site based resources to ensure compliance with site and company specific policies and procedures.
• To receive, escalate and resolve daily all client complaints received on site based resources, taking applicable actions as required.
• To enforce all relevant policies and procedures that apply for site based staff on a daily basis by taking corrective actions as prescribed and acting on any breaches of these policies and procedures.
• To monitor any breaches of the sick leave policy by comparing absenteeism reports obtained from sites against the non-attendance cases logged on G8Keeper on a daily basis.
• To refer to contractual obligations for clients and checking that these obligations are being met by on-site staff by conducting site visits at clients on a weekly / monthly basis.

Core Functional Knowledge/ Skills
ICT Technology; Time & Priority Management; Conflict Management; Contract Management; Relationship Management.

Competencies (Behaviour)
• Incident management
• Change management
• Request fulfilment
• Reporting
• Staff Management
• Engagement model Alignment
• Develop SOP/SOW
• Drive Efficiencies

Relevant Diploma (NQF 6) or Degree (NQF 7)
Alternatively, Grade 12 (NQF5) with IT certification
VMWARE certification
Veeam Certification

Certification/ Professional Registration
• Certification in ITIL Service Management
• ICT International Certifications

5 years’ experience in service delivery to clients within an IT environment
Alternatively, 5 years’ experience in service delivery to clients within an IT environment
5 years Technical experience and running Teams