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Service Delivery Manager

Midrand
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: JHB006478/Lerat

Apply before Dec 15 2024 | 30 Days left

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Vacancy Details

Employer: Datacentrix (Pty) Ltd

Datacentrix is looking for a Service Delivery Manager to manage the overall performance on all SLA clients. The role is based at our Midrand offices.

Qualification and Experience Required:

Role and Responsibilities:

Responsible for the overall performance on all SLA clients. Such a person should understand the agreed SLA and the groups responsible for delivering against the SLA’s.
In all instances where an incident exceeds SLA criteria, is responsible for Root Cause Analysis and to rectify shortcomings in any process or procedure
Studies the incident statistics and reports on failures, trends and successes. Suggestions to continuously improve process or procedure, as a result of analysis, form an integral part of responsibilities
Ensures compliance to all policies, processes and procedures governing team deliveries or used in achieving work outputs of the team
Responsible for assembling, preparing and presenting all operational statistics on a daily, weekly and monthly basis to the Operations Manager
Manages staff productivity to ensure maximum output with a high Customer Satisfaction rating
Responsible for providing daily (or more frequent if necessary) feedback to the Client on the status of call
Responsible for escalation resolution to ensure that all SLA’s are met.
Responsible for identifying development needs for team members in relation to each member’s specific role and responsibilities and, in conjunction with the Operations Manager / Technical Support Manager, implementing training and development interventions to ensure staff are fully equipped to perform their roles.
Responsible for monthly trend analysis which will be used to reduce the overall amount of incidents and service requests.
Responsible for all processes, procedure, standards and policies – quarterly review
Gap Analysis
Daily/weekly /Monthly reporting
Responsible for Risk Management
Responsible for Lifecycle Management
Responsible for building and maintaining effective operational and tactical relationships in support of the customer engagement model
Responsible for managing customer perceptions and evidence of delivery
Effectively identifies deviations from committed scope and engages with customer and internal support teams to address these

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About Datacentrix (Pty) Ltd

At a Glance

Our Business:

Datacentrix is a leading, empowered ICT integrator that provides high performing and secure ICT solutions to corporate South Africa and the country’s public services sector.

Our Footprint:

Datacentrix operates from regional branch offices in Pretoria, Samrand, Johannesburg, Cape Town, Port Elizabeth, East London and Durban, with a network of small medium enterprises (SMEs) and service personnel around South Africa that are responsible for servicing remote areas.
Our Partners: Datacentrix’ global partnerships with its technology partners remain critical to the company’s success. The company is accredited by its vendors at the highest possible level both in the technical and sales arenas, which enhances the company’s strategic value as a single source service provider.

To achieve this, Datacentrix invests in its people through training and education, embracing broad based black economic empowerment (BBBEE), while actively partnering and representing leading technology partners with distinction.

Vision

Datacentrix intends to become the preferred ICT partner to the majority of South Africa's top commercial and public sector organisations over the next five years.