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
