Service Delivery Manager - Edgemead - R420,000-R600,000 per annum CTC

Service Delivery Manager - Edgemead - R420,000-R600,000 per annum CTC

• At least 5 years’ experience in Technical Support Services (TSS)
• IT industry background, ideally within service delivery
• Experience in client/customer-facing role
• Excellent written and oral communication skills, including the ability to create and deliver compelling presentations in both small and large group settings.
• Demonstrated understanding of Project Management processes, strategies, and methods.
• Experience working in a high-level collaborative environment and promoting a teamwork mentality.
• Managerial experience applying analytical thinking and problem-solving skills.
• Ability to predict challenges and seek to proactively head off obstacles.
• Experience mentoring, coaching, and developing rising talent in the technology department.
• Excellent time management and organizational skills and experience establishing guidelines in these areas for others.
• Strong sense of personal accountability regarding decision-making and supervising department teams.

Duties and Responsibilities

• Establish and implement training processes and strategies for all technical personnel.
• Analyze, plan and develop requirements and standards in reference to scheduled projects.
• Assign and oversee the daily tasks of technical personnel while ensuring all subordinates are actively working toward established milestones.
• Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects.
• Determine and define clear deliverables, roles, and responsibilities for staff members required for specific projects or initiatives.
• Research and evaluate hardware and software technology options and weigh the cost/benefit analysis when making large purchases on behalf of the company.
• Recruit and train exceptional employees to fulfill posted positions within the technical department.
• Update and maintain all production technologies ensuring proper maintenance and installation.
• Evaluate, implement and support key IT Support Systems in order to optimize current desktop support processes.
• Establish a long-term and sustainable relationship with the client.
• Organize regular Service Review meetings and furnish status reports to client management.
• Manage all procedures related to the identification, prioritization, and resolution of customer support requests, including the monitoring tracking, and coordination of Help Desk functions.
• See for continuous improvement and suggest process improvements
• Assess feedback from internal customers and (proactively) identify issues.
• Underpin the Operational Level Agreements within the delivery units were specifically needed.
• Plans, directs and coordinates the organizational/technical activities required for delivery of the services to ensure the technical solution meets contract specifications.

Skills:

• ITIL processes
• Relevant security and employment legislation
• Systems
• ESM software
• ITIL disciplines
• Software development life cycle
• ITIL
• Project management principles
• Networking and Scripting
• Three-tierer web application systems

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