Job details
IT Service Delivery Manager is currently required for a permanent position to join a medium IT team. You will be required to drive continuous improvement in IT services, service delivery and ensure SLAs and KPIs are met or exceeded for the organization.
You will also be required to manage the following:
- Ensure customer-focused service delivery by managing IT service provider delivery to contractual terms including cost and performance standards such as SLAs, KPIs, governance models, frameworks and processes,
- Monitor service availability, reliability, continuity, quality and capacity to ensure optimal availability and quality of technology services, taking proactive action to rectify service issues or gaps
- Monitor service delivery reporting and billing against contract terms, SLAs and KPIs, resolve issues and ensure service credits are claimed, tracked and invoiced as per the contract terms, supporting the Head of IT with the resolution of billing or other commercial disputes
- Run regular service review forums with outsourced IT service providers with issues and actions documented and managed to timely closure
- Identify and oversee the delivery of service improvement initiatives
- Work collaboratively with the Head of IT and other Heads of departments
- Oversee transition to BAU for new technology services ensuring appropriate approvals are obtained, appropriate run capability configured and deployed, service catalogue updates and associated support models are implemented
- Participate in (and lead if required) Change Advisory Boards and review and approve the request for change.
- Participate in IT service provider’s problem review forums and approve problem closure
- Contribute to the identification of technology risks and compliance issues, overseeing completion of agreed actions to reduce or mitigate technology risks and resolve compliance issues
- You will be looking after a team of 8 Service Desk staff members.
- Monitor stats and KPI's
To be successful in this position you will be a highly experienced Service Delivery Manager who has demonstrated experience in managing multiple vendors within an IT environment and have solid experience in SLA and KPI management...
Excellent communication, relationship building and problem-solving skills are a must.
