Group Service Delivery Manager (ICT) (JB1136) Midrand R65 000 R75 000 CTC per Month Experienced Service Delivery Manager required to take full responsibility for managing national service contracts, driving the resolution of all technical issues and to act as the primary point of contact for clients.
Assess customer feedback and establish, improve, and refine services. Assist in management and measurement of conformance to service level agreements Building partnerships and liaise with team leaders to determine the companys services, delivery criteria, and solutions for issues that arise.
Primary service interface and point of escalation. Provide a service plan to manage and aggregate all relevant services.
Understand the contract life cycle, SLA (Service Level Agreement) preparation and evaluation. Create service delivery analytics, track service metrics and communicate client reports.
Schedule and chair regular operational service meetings. Ensure performance management and skills development for the team.
Be accountable for the output and performance of the team. Coach, motivate, reward, counsel and discipline employees. *Operational Excellence* Honing and leading improvement team for the delivery infrastructure.
Manage projects, tracking progress and KPIs. Participate in audit compliance reviews and action appropriately Ensure all RFOs (Ready For Occupation) and RCA (Root Cause Analysis) documentation is updated and submitted.
Identify and analyse contract delivery issues raised, resolved and identify trends. Control the quality-of-service delivery.