Internal 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 Internal Service Delivery Manager takes responsibility for the delivery of services to all of IS Internal clients. The services that are managed include complex managed services to large programmes and Enterprise Services engagements.
The Internal Service Delivery Manager has expert ability in ensuring a coordinated delivery of the service in multiple locations across the business involving at times different countries, cultures, people and technologies.
What you'll be doing
Design, define and implement Internal Service Delivery Model and framework
Defines the Internal Service Delivery Framework and Model for client and process management
Define points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA.
Review processes and services holistically to ensure co-ordinated service delivery across the business
Develop and maintain service excellence plans and approaches
Define and cascade a culture of service management excellence across the delivery team.
Sets and implements strategic development approaches to client engagement and operational delivery.
Facilitate the delivery of service
Establish the Single Point of Contact’ interface with the Client, Shared Operations, Segments and Product organisations
Define and communicate to clients points of interaction and escalation
Participate in the services budget and ensure the continuous delivery of the service according to the contractual commitments and expectations set.
Ensure that the correct remedial activities are undertaken to meet the quality requirements agreed with the client.
Internal Client Satisfaction and management
Managing internal 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.
Establish working relationships with the internal client representatives across the business
Manage and maintain internal client experience and operational governance and manage a coherent strategy for dealing with service delivery across the business
Understand and manage operational, commercial and legal obligations
Resolve non-delivery areas and highlight risks
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
Advise on and contribute to the implementation of delivery model improvements focused on optimisations that will be valuable to the internal client
Develop in depth process knowledge and understanding of the internal client’s environment operationally and provide management, sales and delivery teams with visibility of any priorities and risks
Take accountability for management escalations and lead the service delivery through to a resolution
Act as the point of escalation for the client in certain circumstances
Internal Stakeholder Management
Build effective working relationships with senior internal stakeholders involved in the account or portfolio of accounts.
Advise on service improvement plans to resolve delivery challenges affecting assigned portfolios. Prepare for and chair the service review meetings, including the distribution of performance reports, meeting minutes and action registers.
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.
Ensure the accuracy and maintenance of operating procedure manuals and ensure that these procedures deliver seamless service performance throughout all service delivery teams.
Service Delivery and People Management
Set and management operational performance targets
Provide coaching and feedback to employees on how to improve and sustain their performance
Lead the area in such a manner as to foster innovation and technological excellence