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Service Delivery Manager

Job Ref
Job Type
Employer Type
Date Added 30 Oct 2020
Expiry Date 27 Nov 2020
* There have been 20 applications to this job.
* This job has been viewed 2420 times.
Leading IT Services Company

Gauteng (Pta)

Market related


Role details:
Core Description:

Service Delivery
Administration and Reporting
Problem and Issue Management
Service Delivery Management and service Improvement
ITIL processes and management
SLA Management and Communication with Client and 3rd Parties
Joint Response Management
Stakeholder Management
Support and Escalations
Operational Documentation, drafting policies and procedures and implementing these policies and procedures
Administration and Reporting
Ensure that the Service Catalogues are understood delivered and managed.
Manage the content, frequency and contact groups of reports from CC to stakeholders
Ensure all data accuracy.
Problem Issue Management
Effective Management and trending of all incidents logged
Service Delivery Management and Improvement
Identify opportunities for Service improvements (SIPS / CSI’s) and optimisations (Decrease in Sev1 and Sev2 calls)
Regular feedback of progress of SIP’s
RCA Reports received from resolvers for presentations at IT Forum for Trend and RCA Analysis
Ensure that ITIL principles are embedded in all processes in order to ensure effective service delivery.
SLA Management and Communication with Client and 3rd Parties
Ensure that SLA’s are clearly understood and communicated to all relevant stakeholders.
Support SSIM with Service Delivery on behalf of the client through the IT forum.
Manage Priority 1 and 2 communication to all Stakeholders.
Joint Response Management
Identify and Manage Joint Response for incidents requiring multiple resolvers.
Stakeholder Management
Ensure that effective and proactive communication always takes place to the key stakeholders
Develop relationships with key stakeholders
SSIM Support
Support SSIM and prepare weekly and Ad-hoc reports
Complete Service Review presentations.
Operational Documentation
Conduct review of call types and categories every 3 months and update as appropriate to ensure effect reporting.
Conduct 6 monthly reviews of CC training material and update as appropriate.
Service Delivery Documentation
Store Project Service Delivery and team documentation in the appropriate SharePoint libraries and workspaces as per agreed upon team practices.
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Key Deliverables / Primary Functions:

• Manage environment according to process and procedure
• Manage Call Centre SLA
• Work closely with other divisions within xxxx and Client to standardize.
• Attend all xxxx Contact Centre Meetings internal and with the Client
• Manage Problems and identification of SIP’s and CSI; s
• Manage P1 and P2 incidents and escalations.
• Joint Response Management
• Proactive identification of issues
• Effective identification and management of business risk.
• Presentations high quality
• All latest version of documentation to be stored on SharePoint
• Be the single point of contact

Minimum Experience Required:

2 – 5 years’ Service Delivery in an IT environment


Grade 12 (NQF4)