| Date | 2024-07-07 |
|---|---|
| Job Title | Service Delivery Manager (Cpt) (Ee) |
| Employer | Datafin More Information |
| Salary | 0 |
| Category | It Computer |
| Location |
Western Cape / Cape Town |
Job Summary
Cape Town – Western Cape
- 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) and Service Level Requirements (SLR) documents.
- Negotiate and agree on levels of service to be delivered with the customer (either internal or external); and formally document these levels of service in SLAs.
- Negotiate and agree on OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service.
- 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.
- Ensure that improvement initiatives are identified in service reviews and acted on and progress reports are provided to customers.
- Review service scope, SLAs, OLAs and other agreements on a regular basis.
- Ensure that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate.
- Identify all customers and other key stakeholders to get involved in SLA negotiations.
- Manage customer complaints including their recording, management, escalation (where necessary) and resolution.
- Measure, record, analyse and improve customer satisfaction.
- Matric / Grade 12 Senior Certificate.
- IT related tertiary qualification (Degree or Diploma).
- Project Management Certification.
- 5+ Years solid IT Service Delivery Management experience.
- 2+ Years Service Management.
- 2+ Years Project Management.
- ITIL v3/v4 (Foundation).
- Continuous Service Improvement.
- Resource and Capacity Management.
- Operations Management.
- Escalation Management and Resolution.
- Identify new business opportunities.
- Manage Third Parties.
- Report Management.
Service Delivery Manager (Cpt) (Ee) position available in Western Cape, Cape Town. This job position was posted by Datafin. The job has been posted as a premium ad on 2024-07-07 at 16:00:20 in the It Computer category
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