Job Ref #: SM-8042
Industry: Information Technology
Job Type: Permanent
Positions Available: 1

Job Description

Key Responsibilities and Deliverables:

Development, Implementation, and Monitoring of Service Delivery Metrics

• Analyse trends and client developments, and communicate insights and opportunities to the

Service Delivery Manager and other relevant stakeholders

• Implement, monitor, and review metrics pertaining to service delivery

• Report metrics to The Service Delivery Manager and relevant stakeholders

• Monitor overall performance of services and the achievement of agreed timelines

• Build, maintain, and analyse service reports to address any possible delays before they occur

• Distribute service reports weekly, or as needed, to relevant stakeholders and raise any potential issues

Service Delivery Implementation

• Facilitate the achievement of objectives by implementing effective processes and systems

through the use of technology

• Propose amendments to improve service delivery processes

• Implement processes with clients that ensure effective information flow and communication

• Liaise with the service delivery manager and with clients to ensure that service delivery is

effective, efficient, on-time, and aligned to their needs

• Escalate service delivery incidents to the Service Delivery Manager as required

Alignment and Compliance of Service Delivery with Contracts, Operating Documentation,

and Reports

• Monitor, control, and support service delivery that is aligned with existing systems, operating

documentation, methodologies, and procedures

• Ensure service delivery complies with policy and standard operating procedures

• Escalate service delivery that does not comply with systems, methodologies, standard operating

procedures, or policies to the Service Delivery Manager

Fulfilment of Client Service Delivery Strategy

• Understand and diagnose the client landscapes and problems, and provide a consolidated view

of the client environment

• Execute the client service delivery strategy based on client requirements

Client Engagement Administration

• Liaise between clients and internal teams to ensure expectations are met

• Ensure regular, timeous flow of information within team and also between other relevant teams, management, and clients

• Attend, participate, and present at meetings with clients including regular operations meetings

and review meetings when required

• Ensure Service Level Agreement (SLA) administration and change management

• Coordination of contract deliverables and service levels, and proactively address deviations

• Ensure client surveys and remediation plans are collated and managed

Data and Reporting

• Compilation of operational and management reports

• Report on client engagements, expectations, and adherence to Service Level Agreements (SLA)

requirements as per project or work plans

• Assist in automating reports

Service Request Escalation Management

• Ensure the achievement of the SLA requirements at the regions weekly and monthly meetings

• Ensure that the service standards are adhered to and delivered consistently and in a

standardised manner

• Liaise with project managers on day-to-day tasks to ensure effective delivery of projects and

client satisfaction

• Escalate any delays in processes or documentation to Service Delivery Manager

Awareness of Industry, Business, and Client

• Ensure a comprehensive understanding of the company’s technologies, infrastructure, and ways of working

• Understand the trends, business factors, and requirements of clients

• Develop personal competence and capability to ensure that latest trends are applied in ways of interacting, advising, and understanding the technology industry

• Share information, knowledge, and expertise to the broader team to ensure a continuous

learning culture in the technology function

Job Requirements

• Bachelor's Degree/NQF level 7 BSc majoring in Computer Sciences, Informatics, Information Technology or any other IT related qualification

• 6 – 8 years’ in a service delivery environment within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services

Knowledge, Skills & Abilities: 

• Relationship building

• Analysis & Problem Solving

• Knowledge of ticketing systems like ITSM, Manageengineor similar

• Customer Service Skills (customer-centric approach and excellent interpersonal skills)

• A strong understanding of IT systems, infrastructure, and commonly used technologies is essential. This includes knowledge of operating systems, networks, hardware, software applications, and ITIL (IT Infrastructure Library) best practices

• Strong communication Skills (verbal & written) and ability to prepare structured, and relevant communications to business leaders

• Critical Thinking skills

• Creativity and Innovation