IT Service Delivery Manager - CAPE TOWN CBDMUST BE WILLING TO WORK EITHER USA AND / OR UK HOURSBasic Function:this is a business and client facing role that ensures a seamless IT Service management, helping business growth and creating value for business and their clients through IT intervention. Focus on relationship management with business client IT Teams.Essential Functions:Client Portfolio Management - End of End owner of key accounts from IT Service delivery perspectiveIT Service Management and Delivery - Lead Service delivery reviews on SLA adherence, ongoing projects with client and internal stakeholdersParticipate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client internal stakeholdersBusiness Value Creation - responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operationsDriving effectiveness of Compliance & Information Security as part of Service Delivery of Client processes. Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal TeamsMajor incidents Database - Capturing of all client processes downtimes / application issues & Major downtimes for usage in future

• Technical Skills:

• Good understanding of Networking, Systems, Voice and Business applications
• An Industry recognized certification like ITIL / ITS< os an advantage
• Understanding of Project Management Methodology
• ITIL Framework / knowledge (Incident Management, Problem Management, Change Management, Service management)

Process Specific Skills:

• Ability to interface and communicate at all levels within the company and client organizations
• Understanding of Enterprise, Business Process, Service Delivery is vital
• Working knowledge of MS Office Suite and MS Projects as well as Visio

Soft Skills:

• Good presentation and interpersonal skills
• Excellent problem solving skills in a cross functional environment
• Client stakeholder management
• Strong verbal and written communication skills
• Strong customer service orientation ability to connect with global customers and work with Global teams
• Good Listening and consultative skills

Education & Experience 

• Graduate - B.Degree or B.Tech degree 
• Industry recognized certifications like ITIL / ITSM PMP
• Minimum 8-12 years' experience in managing IT service delivery of BPO large client relations +- 800 seats
• Willingness to work in a 24 / 7 environment and must be willing to work various shifts - discussed in interview