Service Delivery Manager

NSC Global; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading IT services firm in Cape Town is seeking a Service Delivery Manager to ensure delivery excellence across support towers and manage client relationships. The ideal candidate will have a relevant degree or extensive experience in IT, with skills in service management and a strong understanding of customer support processes. This full-time role offers the chance to work in a dynamic environment focused on delivering operational excellence.

Qualifications

• College / University degree in IT or 5 - 7 years of equivalent working experience.
• Knowledge in portal virtualization, application, database, or hardware.
• 3 - 5 years ITIL Foundations Project Management experience.

Responsibilities

• Coordinate all resources of the tower (including off-shore).
• Manage cooperation between Towers for standard methods.
• Drive completion of service acceptance and technical assurance processes.

Skills

IT Experience

Data Center Experience

Problem Management

Network Management

Management Experience

Customer Support

ITIL

Project Management

Education

College / University degree in IT

5 - 7 years equivalent working experience

Tools

ServiceNow

Solaris

Job description

Overview

NSC Globalis currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises helping them become more agile create commercial advantage and build quality through design deployment support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London UK. Please review our website at for more information on our organization.

Position

Service Delivery Manager

Job Type

EMEA Hours ONLY

This role is responsible for delivery excellence of all support towers customer relationship management client care and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication. Have the ability to provide comprehensive status reporting to the customer and NSC Global leadership team. Will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees. Will need the understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met. Complete billing responsibilities in a timely manner and lead collective activities as necessary.

Responsibilities

• To coordinate all resources of the tower (including off-shore)
• To orchestrate end-to-end-services for the involved towers (top of stack)
• Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable
• Ensure that account specific processes are applied at all relevant scope
• Evaluate and manage service requests
• To drive completion of service acceptance technical assurance and handover processes Being the SPOC in case of escalations & major incidents
• Act as the next level of escalation for tower specific technical teams for all service mgmt. processes
• Ensure that the Root Cause Analysis for the tower specific services are performed
• Raise problem records whenever identified
• Raise request for changes assess prepare present the change in the CAB to get the approval
• Identify and manage all required resources for change planning and execution (including testing approval and back out plans)
• Ensure the quality of asset management requirements in the respective towers
• Ensure the CAP planning of the account in the tower on the component level and provision to Manager

Qualifications

• College / University degree in IT or 5 - 7 years of equivalent working experience
• Portal virtualization application database or hardware knowledge
• Solution Architect3 -5 years ITL Foundations Project Management
• CRM Experience
• Experience in Hardware and Software Migration is anasset
• To act as single interface to all delivery Towers
• To implement relevant policies and standards including compliance against security policies
• Act as a safeguard so that operating tasks are successfully managed along the contract lifecycle phases
• To attend or host service reviews and undertake the appropriate actions
• To create or validate solution parts for limited up-selling (within the dedicated scope)
• To gain understanding of client contract business context and priorities of account
• Ensure that the defined processes defined are being followed within the towers

Required Experience :

Manager

Key Skills

IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems

Employment Type

Full-Time

Experience

years

Vacancy

1