National Service Delivery Manager

Datacentrix; Gauteng; On-site; ZAR 60 000 - 100 000; Full time

Job summary

An established industry player is seeking a National Service Delivery Manager to lead the establishment of key relationships between business lines and customers. This role is pivotal in ensuring consistent and efficient service delivery through effective communication, negotiation, and management of service levels. With a focus on operational support, customer satisfaction, and financial management, the ideal candidate will have a strong background in managed services and SLA management. Join this dynamic team to make a significant impact in a fast-paced environment while driving compliance and enhancing customer experiences.

Qualifications

• At least 8 years of experience in the managed services environment.
• Strong written and verbal communication skills are essential.

Responsibilities

• Ensure efficient support and services through effective communication and management.
• Manage customer relationships and provide regular service delivery reports.

Skills

SLA Management

Project Management

ITIL Framework Knowledge

Leadership Skills

Communication Skills

Technical IT Skills

Education

Matric

Relevant Degree or Diploma

Job description

Datacentrix is looking for a National Service Delivery Manager

This is a fixed term contract.

The responsibility of the National Service Delivery Manager is to ensure the establishment and maintenance of key relationships between lines of business and customers, with the key objective of ensuring that consistent and efficient support and services are provided through communication, negotiation, measurement, and management of service levels.

The National SDM must have at least 8 years of experience in the managed services environment, along with extensive expertise in SLA management.

Qualifications, Experience, and Skills Required:

• Matric and relevant Degree or Diploma in a related field
• Minimum of 8 years' experience within the IT sector
• Good all-round IT skills with technical knowledge
• Strong written and verbal communication skills
• Good leadership skills
• Project Management experience
• Knowledge of the ITIL framework

Key Performance Areas:

1. Operational Support: The provision of services into the customer organization based on the services defined and in accordance with the contractual obligations; management of onsite resources, adherence to standard processes, policies, and regulations; application of performance management methodology; drive compliance with standards and policies.
2. Customer Experience and Satisfaction: Provision of regular reports on service delivery; feedback and communication on escalated incidents; management of customer meetings and events; establishing ongoing recruitment requirements; managing customer relationships.
3. Managing Human Resources: Completing KPIs and PDPs for all contract employees; onboarding new staff; building a database of suitable replacements.
4. Financial Management: Understanding service costing models; ensuring accurate and timely invoicing; driving invoice payments; maintaining healthy margins through negotiations and cost management.
5. Query Management: Ensuring escalations are made where service delivery issues are identified.
6. Risk Management: Proactively identifying and managing risks to the business.