Service Delivery & Project Manager

Levelup (Pty) Ltd; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading company in Durban is seeking a Service Delivery & Project Manager to enhance service quality and manage customer relationships effectively. The role involves coordinating operational support and projects, ensuring alignment with customer needs and contractual obligations. The ideal candidate will have extensive experience in IT service delivery and project management, with a strong focus on customer satisfaction and service improvement.

Qualifications

• Minimum 5 years of IT Service Delivery Management experience.
• At least 2 years of Project Management experience.

Responsibilities

• Establish and maintain constructive relationships with customers.
• Produce and review service level reports and investigate breaches.
• Plan, monitor, and report on projects.

Skills

Service Management

Operations Management

Customer Satisfaction

Education

IT-related tertiary qualification

Project Management Certification

ITIL V3 / V4 Foundation Certification

Job description

Job Title: Service Delivery & Project Manager

The successful candidate will report to the Business Unit Manager and act as a custodian of relationships both internally within the company and externally with customer support teams and vendors.

The Service Delivery & Project Manager plays a critical role in coordinating and delivering operational support and projects to the customer, acting as an extension of the client's IT Operations team.

The role consistently strives to improve and strengthen the customer's perception of service quality through dedicated support expertise and consistent communication.

Duties & Responsibilities

1. Establish and maintain constructive relationships between the service provider and the customer based on understanding their business drivers.
2. Identify changes in the customer environment and technology trends that could impact services.
3. Define and articulate business requirements for new or changed services.
4. Mediating conflicting requirements from different business units to ensure service levels are met, documented in SLAs and SLRs.
5. Negotiate and agree on service levels with customers, documented in SLAs.
6. Assist in maintaining an accurate service portfolio and related documentation.
7. Ensure service targets align with contractual agreements.
8. Produce and review service level reports, investigate breaches, and implement corrective actions.
9. Conduct regular service performance reviews with customers, documenting and acting on agreed actions.
10. Review and update service scope, SLAs, OLAs, and related agreements periodically.
11. Assess the impact of changes on service levels and participate in CAB meetings if needed.
12. Identify key stakeholders for SLA negotiations and manage customer complaints effectively.
13. Measure and improve customer satisfaction levels.
14. Plan, monitor, and report on projects, ensuring stakeholder engagement and strategic alignment.
15. Manage risks, issues, and constraints, offering alternatives where possible.

Desired Experience & Qualifications

• Matric / Senior Certificate
• IT-related tertiary qualification (Degree or Diploma)
• Project Management Certification
• ITIL V3 / V4 Foundation Certification
• Minimum 5 years of IT Service Delivery Management experience
• At least 2 years of Project Management experience
• Experience in Service Management, Resource and Capacity Management, Operations Management, Escalation Management, and Resolution