Job Description

Service Delivery Manager’s role will be client facing and the successful candidate will be tasked with managing the customer relationship and daily operation run for our key clients.

RESPONSIBILITIES

1.    Build relationships with customer and be the single point of contact for all service-related matters associated with the account and/or project.
2.    Escalation point for allocated customer accounts and/or project.
3.    Prepare and deliver Service Performance Reports as per customer’s needs.
4.    Produce and maintain Operational Process Documents for the assigned projects
5.    Produce and maintain Service Improvement Plans specifically tailored to the customer’s needs
6.    Conduct joint service review meetings project stakeholders as per the agreed schedule
7.    Prepare service, meeting reports and actions list for all service reviews meetings.
8.    Identify alongside Account Management on potential to develop the customer’s existing portfolio and increase revenue for the business.
9.    Ensure that services are delivered as per Service Level Agreement (SLA).
10.  Work closely with all stakeholders to address customer issues or service improvements as required
11.  Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers

REQUIREMENTS

• Minimum 8 years' experience in managing IT Network projects with a certification in CITPM or its equivalent.
• IT Infrastructure Library (ITIL) certified and experience in application of the framework in the workplace will have added advantage.
• Client Success Manager certified and experience will have added advantage.
• Sound technical knowledge and understanding of IT/network/communications services including WAN/LAN, Cloud, Wireless (Wi-Fi), Systems, Data Centre and Telco infrastructure. Technical certifications will be added advantage.
• A good understanding of Local Government projects, preferably from experience of working with or within that area.
• Exposure in Connectivity and Mobile Telecommunication Infrastructure Operations with good overview understanding of Enterprise and Cloud solutions will be an advantage.
• Proven experience of managing key customer relationships within a service delivery type role.
• Proven experience in creating reports on SLA performance.
• Experience in managing 3rd party suppliers to agreed SLAs
• Experience using monitoring tools i.e. Solarwinds, HPIMC, Netflow to provide reports
• Excellent communication and organisational skills
• Good documentation skills, specifically around documenting both internal and customer processes
• Good working knowledge of Microsoft Excel (required)
• Pro-active approach to work, with a positive can-do attitude
• Flexibility in responding to customers’ requests as and when required.