Service Delivery Manager
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
Internet Solutions (IS) is a Pan-African telecoms service provider to public and private sector organisations that have, or want to establish a presence on the African continent.
We have been providing innovative end-to-end telco solutions and related services for more than 20 years.
Today, IS is at the forefront of Internet Protocol-based technologies and we build solutions and services tailored to the increasingly complex demands of organisations across the enterprise, public sector, global carrier and growing small-
to-medium business sectors. We serve multiple sectors through a number of brands, including IS, Ignite, VAST, ContinuitySA, MWEB, AlwaysOn, Synaq and Antfarm.
As a wholly owned subsidiary of the Dimension Data Group and part of NTT, IS leverages its infrastructure and global footprint to support organisations with the rapid deployment of emerging technologies.
Want to be part of our team?
The Service Delivery Manager’s (DSM) key function is to retain and grow client portfolios through effective and well managed service delivery, the development of enduring relationships and optimisation of client’s service stacks.
They fulfil the role of single client touch point and key custodian of relationships internally and externally, including clients and support teams, for the coordination and delivery of services to the client.
The DSM analyses their client portfolios to identify risks to service continuation, report on revenue and identify upsell and cross-
sell opportunities and optimal service configurations for client growth and retention.
What you'll be doing
Performance Objectives (PO)
PO 1 : Account Management
Ensure that client’s fully understand Service Level Agreements (SLA’s) and manage adherence, performance and exceeding SLAS
Outline account management plans in conjunction with the Client Manager based on client’s current and future requirements including the forecasting and attainment of the annual contract value
Collaborate with various stakeholders to inform the account management plan
Present and update client account plans and manage amendments with client
Maintain client files, minutes of meetings and adjustments to plans and approaches
Own and manage feedback to the customer at all times
Maintain ongoing engagement with clients to achieve positive client experience results.
PO 2 : Client Portfolio retention and growth
Analyse and understand the client’s current services and future service requirements in conjunction with the Client Manager to ensure that the annual contract value (ACV or client billing) of the client grows and is retained
Identify optimal configurations to support client service requirements
Provide the customer with information pertaining to the capacity of the network and suggestions on when to upgrade or downgrade their services accordingly
Identify opportunities for optimisation of the service stack within client portfolios to ensure that the client retains those services and the annual contract value (billing) with Internet Solutions
PO 3 : Service Delivery and Escalations Management
Ensure that Technical Contact Lists and Vendor escalation matrices are kept up to date and disseminated appropriately amongst all relevant support structures
Act as the IS service representative to the customer on all operational / service issues regarding the assigned portfolio
Interact with and coordinate between all support teams within IS, and the customer, and bridge the divide between IS and customer during escalations
Adhere to the documented IS support and escalations process, and communicate to all stakeholders
Work in tandem with IS support teams and escalations managers to resolve issues
Facilitate change process amongst stakeholders and assess that the changes made have the intended effect
PO 4 : Reporting and Account Analysis
Own and manage initiatives such as Risk Registers and Mitigation plans, and Continual Service Improvement plans
Provide the customer with a view on the performance of their services on a monthly basis to facilitate informed discussions with the client on how best to improve and enhance their current solutions
Coordinate Monthly Operational Summary and Ad Hoc Reports (which could include) :
A network Capacity Analysis Summary
A review of outstanding and implemented changes and their net effect on the customer’s servicescape (Group of procured services)
An analysis of recurring incidents and a summary of outstanding problems and their respective resolution status
A summary of all escalations for the month and their associated resolution / s
A summary of applicable SLA metrics and performance statistics
Incident Reports sequence of events / Reason For Outage (RFO) statements
Qualifications, Knowledge and Experience
Matric (Grade 12) Certification
IT Related Degree or Diploma in a recognised Institution
ITIL Foundation Certificate in IT Service Management
5 years’ experience in an IT Service
Implementation of best practice methodologies in operations management
Deciding and Initiating
Relating and networking
Delivering Results and Meeting Customer Expectations
Persuading and Influencing
Presenting and Communicating Information
Planning and organising
Adapting and Responding to Change
Working with People
Entrepreneurial and Commercial Thinking
Achieving Personal Work Goals and Objectives
Coping with Pressures and Setbacks
Best practice Operations Management
Networking and Cloud Solutions broad concepts
Internet working an VPN Solutions