Service Delivery Manager - Johannesburg, South Africa - Fourier Recruitment

Fourier Recruitment

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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

5 Years experience

Presentable

Well spoken verbally and written

Matric plus relevant qualifications

Between - 7 Years