Service Delivery Manager - East Rand, South Africa - Teraco

Teraco
Teraco
Verified Company
East Rand, South Africa

3 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

PURPOSE OF THE ROLE


Taking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.


OBJECTIVES MAIN FUNCTIONS OF THE JOB
Service Delivery Manager

  • Manage a portfolio of clients
  • Build strong and positive relationships with clients at various levels
  • All Service Level Agreements to be maintained and reported on according to set business parameters
  • Build and document CRM knowledge about the client's offerings at Teraco
  • Understand clients core business and how it interacts within Teraco and identify needs and business opportunities
  • Have a full understanding and operating of Teraco CRM to enable reporting on services per client
  • Escalation point on allocated clients
  • Project manage all client installations
  • After hours coordination and activation of client services and products when required

SKILLS REQUIREMENT

  • Client focused and excellent interpersonal relationships
  • Active listening ability to understand client's requirements
  • Ability to work independently & a positive team player
  • A comprehensive understanding of network and data centre industry
  • Excellent written and verbal communication skills
  • Ability to communicate at all levels of the business
  • To be able to communicate professionally in English (reading/understanding, spoken, written)
  • Excellent problem solving and organisational skills.
  • Meticulous and analytical with a high attention to detail
  • Excellent documentation skills and report writing

QUALIFICATIONS AND EXPERIENCE

  • Matric Qualification
  • Business Diploma / Minimum 5 years' experience in similar role (full ownership and management of client operational relationship)
  • Microsoft Office skills
  • Knowledge and experience in understanding Service Level Agreements
  • Experience in utilities/power deployment and cabling infrastructures will be an advantage
  • ITIL Foundation certification preferred
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