AVP - IT Service Delivery Manager

EQPlus; Cape Town; On-site; ZAR 60 000 - 100 000; Full time

Job summary

An established industry player is seeking an Assistant Vice President - IT Service Delivery Manager to join their award-winning Global Technology Team. This role involves managing key client accounts, ensuring effective IT service delivery, and leading service reviews to meet SLA targets. The ideal candidate will have extensive experience in call centre technology, cloud solutions, and ITIL frameworks. This position offers an exciting opportunity to drive service improvements and collaborate closely with clients to enhance their operational efficiency. If you are passionate about technology and service excellence, this role is perfect for you.

Qualifications

• 10+ years of experience in IT service management, particularly within call centre environments.
• Strong understanding of cloud migration and service delivery models.

Responsibilities

• Manage key client accounts focusing on IT service delivery and call centre operations.
• Lead service delivery reviews and ensure SLA adherence.

Skills

Call Centre Software Platforms

Cloud Technologies

IT Networking

ITIL Framework

Project Management Methodologies

MS Office

Multi-tasking

Education

CompTIA A+ Certification

CompTIA N+ Certification

Industry-recognized ITIL/ITSM Certification

Tools

Avaya

Genesys

AWS

Azure

GCP

MS Project

Visio

Job description

Our Client, a Leading BPO has an amazing new opportunity available. They are seeking an Assistant Vice President - IT Service Delivery Manager to join their award-winning IT Global Technology Team.

Technical Qualifications and Requirements

• Experience with Call Centre Software Platforms (Avaya, Cisco, Genesys, Five9) in implementation, troubleshooting, and performance optimization
• Proficiency in Cloud Technologies such as AWS, Azure, Google Cloud
• Understanding of cloud migration, hosting, and service models (IaaS, PaaS, SaaS)
• Solid IT Networking background with foundational certifications required: A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+) including troubleshooting, networking fundamentals, and hardware/software support
• Familiarity with ITIL Framework, including Incident Management, Problem Management, Change Management, and Service Management within call centre environments
• Preferable certification: An industry-recognized certification like ITIL/ITSM
• Knowledge of Project Management Methodologies
• ITIL Framework Knowledge: Including Incident Management, Problem Management, Change Management, and Service Management within call centre environments.
• Professional working knowledge of MS Office, MS Project, Visio
• Candidates must have the ability to multi task, prioritise and manage daily work activities

Process-Specific Skills required:

• Ability to interface and communicate effectively at all levels within Internal Company and client organisations, particularly regarding call centre operations and technology
• Understanding of Enterprise Business Processes, IT Processes, and Service Delivery, with emphasis on Call Centre Operations and Call Centre Technology Management
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls - both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
• Any other essential function that may occur from time to time as directed by the Supervisor

Job Description overview

• Client Portfolio Management - End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders
• Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders
• Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. - Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams

Essential Functions to be delivered

• Client Portfolio Management: Responsible for the end-to-end management of key accounts, focusing on IT service delivery, including call centre operations and technology
• Technology solutioning and delivery: Understand the current industry environment and partner with multiple teams to design solutions using SD-WAN/ Internet / MPLS / Azure / Amazon Cloud / GCP, etc.
• IT Service Management: Lead reviews of service delivery performance, focusing on SLA adherence and ongoing projects
• Compliance & Information Security: Ensure effectiveness in compliance and information security within client processes, especially for call centre data security and privacy
• Client Liaison: Collaborate closely with clients to understand their requirements and align expectations, particularly around cloud-based contact centre services/data and AI technologies
• Incident Management: Maintain a database of major incidents, capturing downtimes, application issues, and major outages

Desired Skills:

• ITIL
• Avaya
• Genesys
• AWS
• Azure
• GCP
• Cloud Migration
• ITSM
• IT Service Management

Desired Work Experience:

• More than 10 years