Service Delivery Manager

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients, and over 600 employees. As a Level 1 BBBEE, we practice our commitment to South Africa's transformation agenda and are at the forefront of digital transformation and cybersecurity. Our solution sets assist our customers in their digital transformation journey.
Our established national footprint, coupled with our unrivalled experience in emerging markets and exceptional technical offerings, achieves our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.
At Nexio, we have identified five major reasons why our people want to work for us:

They get rewarded for their efforts
They have the opportunity to work with a high-energy team
They form part of the Vodacom/Vodafone Group
There are opportunities to grow their careers
They build trust and lead with a competitive culture

ROLE REQUIREMENT

Serve as the single service interface into Nexio and the client.
Be the first point of escalation for the client on matters relating to service delivery.
Identify, analyse, and mitigate contractual risk and concerns for Nexio and consult the GM: Services on such, where appropriate.
Oversee all service delivery matters in line with contractual obligations.
Understand and be accountable for the contract life cycle by:
Implementing and maintaining the commercial model for the contract in a manner that maximises Nexio's financial returns whilst reducing commercial risk.
Providing input into, and taking ownership of, the overall contract with the client from negotiations through to termination/ renewal.
Managing the contract throughout its lifecycle in a manner that mitigates contractual risk and exposure for Nexio.
Co-ordinate all billing and invoicing in line with the contractual terms.
Develop and maintain functional relationships between all Nexio delivery units and external business partners.
Manage audit readiness relative to contract scope and requirements.
Participate in audit compliance reviews and take remedial action appropriately.
Ensure that appropriate contracts are in place with all 3rd parties to protect Nexio's financial, reputation, and other interests.
Implement and take ownership of Operational Level Agreements (OLA's)/ SLA's and Underpinning Contract (UC) management, tracking, measurement, and reporting.
Ensure the services delivered align with the contracted scope of services.
Manage quality of service delivered into the client.
Take ownership of the Service Level Agreement (SLA) of the contract by:
Taking the lead in negotiating feasible and achievable service level metrics for Nexio.
Tracking operational delivery and managing it in a manner that ensures achievement of the SLA.
Preparing and presenting regular (minimum monthly) service level reporting into the client in line with the client's expectations and contractual obligations.
Striving to exceed SLAs if there are no additional cost implications.
Analysing SLA compliance and identifying areas of continuous service improvement.
Overseeing the management of any 3rd parties in line with the respective contracts, SLA's, and OLA's.
Compiling, validating, and presenting weekly operational service reviews.
Compiling, validating, and presenting monthly SLA reports for client reviews.
Facilitating problem resolution and presentation of documented Root Cause Analysis of all failed tickets within 48 hours of failure.
Guiding and managing the troubleshooting and resolution of technical issues.
Proactively managing the service into the client environment.
Taking ownership of management of capacity and availability of spares, hot swap equipment, and other resources into the clients' environment.
Developing, documenting, and maintaining service-specific standard operating procedures ensuring that client-specific processes are in place and formalised.
Managing changes into the client environment in line with best practice Change Management processes.
Managing escalation processes – internally and externally.
Managing ITIL processes and procedures relating to the client environment.
Owning the development of Service Improvement Plans (SIPs) and Continuous Service Improvement (CSI) plans.
Managing implementation of SIPs and CSI plans.
Measuring the effectiveness of CSI plans and SIPs.
Identifying, managing, and implementing improvement of service delivery procedures.
Participating in, and overseeing where applicable, any projects into the client's environment.
Conducting regular audits of adherence to service delivery processes and procedures and contractual obligations.
Assisting in sourcing for recruitment and contracting of Service Management Staff Employee development, and training.
Managing performance of contracting staff against agreed KPI's.
Communicating regularly and effectively, providing daily guidance and demonstrating commitment against the Nexio values thereby gaining employee commitment.
Providing Executive Management with service performance reports and/or other reports applicable to the business/customer/direct reports.
Planning Service Management resource capacity, assigning and managing resources.
Ensuring effective engagement, contribution & ownership to all RFP's/RFI's within the business.
Engaging Monthly with Internal Stakeholders to address any challenges within the business affecting Service Management & Resolver Department.
Managing escalations to Executives effectively & professionally whilst supporting direct reports with customer engagements.
Driving quality improvements in the Service & Resolver Department while ensuring business requirements are being met.
Supervising all customer service managed accounts across set KPI's.
Ensuring availability and continuous revision of processes and methodology.
Communicating initiatives, performance, and other essential information across the Company and the Customer Company related to Service Management.
Planning and monitoring execution of programs and projects and ensuring the successful execution within agreed quality standards.
Professionally dealing with customer, employee, and executive management escalations.
Understanding the client's business and the role of the services provided by Nexio to their business outcomes, strategy, and aspirations.
Ensuring a clear understanding of the client's strategy and roadmap with a view to identifying on-sell opportunities into the client.
Ensuring that the Nexio services drive the client's desired outcomes, where applicable to Nexio's scope, to constantly add and demonstrate value.
Project managing minor initiatives where necessary.

KEY COMPETENCIES

A strong grasp of best practice operations management.
Strong technical capabilities.
Excellent leadership and relationship management skills.
Strategic thinker.
Contract Management experience and skills.
Commercial mind-set.
Process driven.
Excellent Service Level Management skills.
Excellent communication, problem management, and conflict resolution skills.
Ability to meet deadlines – and work under pressure.
Attention to detail and a passion for quality.
Analytical approach to service and cost management.
Good communication skills required – written, presentation & verbal.

PROFESSIONAL COMPETENCIES

Proven ability to drive collaboration and lead multi-disciplinary technical teams.
Significant experience in delivery of projects, services, and solutions.
Previous budgeting and procurement experience are essential.
Previous experience in the effective management of vendor relationships and contract management.
Understanding of service delivery models and the commercialization thereof.

QUALIFICATIONS & EXPERIENCE

Minimum of an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate.
A minimum of 3 to 5 years' experience in an IT or Telecommunications environment is required.
3 years' experience in managing a team of at least 10 individuals.
Relevant IT Degree would be an advantage.


#J-18808-Ljbffr