Service Delivery Senior Manager
Dimension Data
Port Elizabeth, South Africa
11d ago

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

The Service Delivery Senior Manager is the most senior individual in the Service Delivery Management team and takes responsibility for the delivery of services to Dimension Data’s strategic, global accounts whose operations span a global geography and multiple Dimension Data Business Units.

The services that are managed include complex managed services to large programmes and Enterprise Services engagements. The Service Delivery Senior Manager has expert ability in ensuring a co-

ordinated delivery of the service in multiple locations across the globe involving different countries, cultures, people and technologies.

What you'll be doing

Ensure client satisfaction

The Service Delivery Senior Manager is equally responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client.

These obligations may reflect operational, commercial and legal obligations.

Maintain the group strategic direction

The Service Delivery Senior Manager is the highest aggregation’ point insofar as delivered services are concerned and must maintain a holistic position to ensure full objectivity and impartiality, and maintain the group strategic direction for Dimension Data accounts.

The Service Delivery Senior Manager is a group level position and as such a level of organisational awareness and maturity is paramount.

Establish client relationships

As the Service Delivery Senior Manager for a client, these employees establish excellent working relationships with the client representatives who also operate at a group level within their business typically.

Client experience and operational governance is their main objective. They maintain a coherent strategy for dealing with service delivery across the group environment.

Manage the delivery service

They advise on the management of the delivery of the service by establishing the relationship with the client, agreeing the points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA.

They take accountability for management escalations and lead the Regional and Senior Service Delivery Managers through to a resolution that is satisfactory for the client and Dimension Data management.

Develop and maintain service excellence

The Service Delivery Senior Manager is accountable for ensuring that a culture of service management excellence is developed and maintained by the delivery team.

They achieve this by demonstrating strong leadership qualities that support a strategic development approach to client engagement and operational delivery.

They have a deep understanding of the client’s business needs and technology strategy and the associated Dimension Data delivery model.

Facilitate the delivery of service

They facilitate the delivery of the service by establishing the Single Point of Contact’ interface with the client and Services organisation, agreeing the points of interaction and escalation, participating in the services budget and ensuring the continuous delivery of the service according to the contractual commitments and expectations set.

In terms of ensuring service delivery they will, in collaboration with the appropriate Regional and Senior Service Delivery Manager ensure that the correct remedial activities are undertaken to meet the quality requirements agreed with the client.

These individuals align with the Service Delivery Management team and at times vendors, preferred partners and contractors in other regions, to ensure service delivery to the client in line with the contractual terms.

Identify risks to solution implementation

They ensure the identification of risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and / or delivery impact to the client.

These individuals advise on and contribute to the implementation of delivery model improvements focused on optimisations that will be valuable to the client and Dimension Data.

They have an intimate business relationship with the client and are in tune with what is happening in the client’s environment operationally and at the client satisfaction level and provide management, sales and delivery teams with visibility of any priorities and risks.

Assist Sales organisation

They use the close relationship with the client and assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge.

Their proximity to the client’s environment enables them to contribute to pre-sales processes by providing insight into the client’s organisation, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client.

They clearly understand and contribute to the Account Plan and look for and identify opportunities for growth within the assigned portfolio and work closely with the pre-

sales and sales team to maximise opportunities. They contribute to raising the awareness of the competitive landscape for assigned portfolios and in collaboration with the sales teams the assist with the development of strategies to ensure account retention.

Resolve escalations

Problems and issues that cannot be resolved by delivery staff are escalated to the Service Delivery Senior Manager and they are expected to make necessary recommendations to the team and executive sponsors and take ownership of and drive resolution or further escalate these incidents.

The Service Delivery Senior Manager may also act as the point of escalation for the client in certain circumstances.

Build effective working relationships with internal stakeholders

These individuals are able to build effective working relationships with senior internal stakeholders involved in the account or portfolio of accounts.

They advise on service improvement plans to resolve delivery challenges affecting assigned portfolios. They prepare for and chair the service review meetings, including the distribution of performance reports, meeting minutes and action registers.

They instigate improvements within the service improvement plan and work closely with the relevant vendors to ensure the implementation of the actions agreed, monitoring service performance.

They work closely with the Vendor management team to ensure that UC’s with vendors are reviewed and established in line with client operational and SLA requirements.

They ensure the accuracy and maintenance of client facing operating procedure manuals and ensure that these procedures deliver seamless service performance throughout all service delivery teams.

Act as an ambassador

Given the complexity of delivering international services and the need to foster closer, positive relationships, there is an expectation that the Service Delivery Senior Manager will travel extensively to attend business reviews and client meetings as an ambassador of Dimension Data’s Services business.

Behavioural skills

As a good corporate citizen, the Service Delivery Senior Manager is required to communicate with competence, operate well in a team environment and display attention to detail.

They have well developed leadership skills and have excellent strategic thinking ability. Group Service Delivery Senior Managers set an example to their staff in terms of client focus and service orientation and they are expected to drive for client satisfaction.

These individuals continuously identify mechanisms for improved service delivery, ensuring incorporation in the service delivery strategy.

What would make you a good fit for this role?

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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