Job title: Service Delivery Manager Company: Datacentrix Job description : Qualification and Experience Required: Matric ITIL certification At least 3 years experience in the Service Delivery Management role Role and Responsibilities: Responsible for the overall performance on all SLA clients.
Understand the agreed SLA and the groups responsible for delivering against the SLA's.
In instances where an incident exceeds SLA criteria, responsible for Root Cause Analysis and rectifying shortcomings in any process or procedure.
Study incident statistics and report on failures, trends, and successes.
Suggestions to continuously improve processes or procedures, as a result of analysis, form an integral part of responsibilities.
Ensure compliance with all policies, processes, and procedures governing team deliveries.
Assemble, prepare, and present all operational statistics on a daily, weekly, and monthly basis to the Operations Manager.
Manage staff productivity to ensure maximum output with a high Customer Satisfaction rating.
Provide daily (or more frequent if necessary) feedback to the Client on the status of calls.
Responsible for escalation resolution to ensure that all SLA's are met.
Identify development needs for team members and implement training and development interventions.
Conduct monthly trend analysis to reduce the overall amount of incidents and service requests.
Responsible for quarterly review of all processes, procedures, standards, and policies.
Conduct Gap Analysis.
Responsible for daily, weekly, and monthly reporting.
Responsible for Risk Management.
Responsible for Lifecycle Management.
Build and maintain effective operational and tactical relationships in support of the customer engagement model.
Manage customer perceptions and evidence of delivery.
Effectively identify deviations from committed scope and engage with customer and internal support teams to address these.
Expected salary : Location : Midrand, Johannesburg Job posting date : Sun, 17 Nov 2024 08:56:41 GMT Apply for the job now!
#J-18808-Ljbffr