Service Delivery Management Specialist
Dimension Data
Johannesburg, South Africa
6d ago

Are you tired of being treated like a commodity? Are you looking for a company with training budget and support to grow your career?

Would you like to make an impact on the company's culture? If so, we believe this Service Delivery Management Specialist is the right fit for you!

As a Service Delivery Management Specialist, you'll be responsible for the day-to-day service delivery. You will ensure that our users receive an excellent customer experience across all channels.

You will provide technical support to end users and drive service level agreements (SLAs) through proactive problem management processes.

Requirements

  • Act as the primary interface managing the services relationship between the client and NTT Ltd.
  • Perform client-facing service activation activities and support GDC in service activation completion.
  • Operations performance, including :
  • Service Improvement Plans
  • Establish, monitor, and report Service Delivery Reports
  • Escalation management and Reporting
  • Meeting Management with Clients
  • Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.
  • Change Management Manage and own all RoE Changes.
  • Service First - Own Service First asset verification and contract status.
  • Vendor Backout - Manage backout issues with Vendor.
  • Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation.
  • Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager.
  • Interface with NTT Ltd internal contract management teams to normalize and execute change orders.
  • Review new offers and service capabilities with the appropriate members of the team.
  • Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service.
  • Qualifications

  • Relevant IT / Computing degree / diploma.
  • Demonstrated and relevant years of experience in service delivery and / or related function in a medium to large ICT organization preferably IT service provider.
  • ITIL certification.
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