Durban: Service Delivery Manager (ICT) (DBN Onsite)

About the Role

We are seeking a highly skilled and experienced Service Delivery Manager (ICT) to join our dynamic team in Durban. As an extension of our client’s IT Operations team, you will play a critical role in coordinating and delivering operational support to customers while establishing and maintaining constructive relationships with service providers and customers.

Key Responsibilities

• Establish and maintain a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
• Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
• Establish and articulate business requirements for new services or changes to existing services.
• Mediate in cases where there are conflicting requirements for services from different business units.
• Ensure that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement).
• Negotiate and agree to the levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.
• Assist with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
• Ensure that targets agreed within underpinning contracts are aligned with SLA targets.
• Ensure that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.
• Ensure that service performance reviews (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed.
• Review service scope, SLAs, OLAs and other agreements on a regular basis.
• Manage customer complaints including their recording, management, escalation (where necessary) and resolution.
• Measure, record, analyse and improve customer satisfaction.

Requirements

• Qualifications: Matric / Grade 12
• IT-related tertiary qualification (Degree or Diploma)
• Project Management Certification
• ITIL v3/v4 (Foundation)

Qualifications

No formal education/certifications mentioned in the original description. Skipping this entire section.

Salary & Benefits

Salary information not provided in the original description. Skipping this entire section.

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