Qualification and Experience Required: Matric
ITIL certification
At least 3 years experience in the Service Delivery Management role
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 SLAs.
- 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 SLAs are met.
- Responsible for identifying development needs for team members in relation to each members 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
