Client Delivery Manager - Johannesburg, South Africa - Maxwell Bett Consulting

Maxwell Bett Consulting

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

The Client Delivery manager is accountable for the design, implementation and maintenance of the Service Delivery and Planning strategy, framework, and Operating model.

This role assesses the environment across functions to identify and implement innovative improvements to support more efficient and cost-effective Service Delivery.

The Client Delivery Manager is part of the OptiNet Executive Team and the key contact between OptiNet and Clients.

Performance Objectives (PO)

PO 1:
Design, define and implement Planning and Service Delivery Strategy, Model and Framework

Oversee the strategic management of Service Delivery framework and model
Design and align Service Delivery strategy to overall OptiNet strategy
Direct and resource the Service Delivery operation to meet budget and other financial goals, directing shortterm and longrange planning
Incorporate input from client strategies into OptiNet's products and services offerings
Communicate and cascade the Service Delivery operational objectives within the OptiNet organization
Establish performance goals, allocate resources, and assess / update / improve the processes and policies of Service Delivery
Identify potential risks and mitigation strategies in Service Delivery
Establishes governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately, and the resources are used responsibly inService Delivery

PO 2:
Operating Model Design and Optimization

Implement and maintain IT best practices within the Service Delivery environment
Identify opportunities for improvements within Service Delivery
Design and implement the Service Delivery framework and operational enhancements
Create consistent operating models across Service Delivery to facilitate rapid growth, capacity, and demand planning
Identify critical service and efficiency points to support and enhance Service Delivery capabilities
Establish, implement and optimize the operating model of Service Delivery
Design, implement and enforce operational management policies and procedures to ensure they are aligned with business processes, tactical planning & strategic vision
Ensure compliance with operating policies and procedures to support the operations work flow and deals with noncompliance
Measure effectiveness and efficiency of operational processes both internally and externally and finds ways to improve processes
Monitor that Service Delivery activities comply with organizational requirements for quality management, legal stipulations, and general duty of care
Update, amend and devise changes to the operating model as the business grows and develops
Review, evaluate, and revise automated systems to support current business practices and service delivery.

PO 3:
Service Delivery and Planning Operational Oversight and Management

Evaluate new technologies and remain abreast of current market trends
Evaluate new technologies and manage their introduction to the business ensuring that proper technical tools and IT services are available for the Service Delivery and Planning environment
Provide leadership direction, frameworks, and technology roadmaps to meet business strategic needs including the following Service Delivery and Planning Areas:
The Portfolio Management Office driving project methodologies, related processes, and successful delivery of projects.
Ensure the successful implementation of the PMO's strategy, responsibilities, services and deliverables in line with the overall OptiNet strategy

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ITIL Service Management

Implementation and maintenance of all ITIL related processes (Change Management, Incident Management, Problem Management, and Root Cause Analysis).

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Service Delivery Management

Set and enforce service delivery standard to align to and meet customer expectations

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Global Desktop Support

Conduct high level planning and analysis to set standards and requirements to support the Desktop Support environments mandate

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Global Service Desk

Oversee the highlevel establishment of a 24x7 and 365 Customer Service Centre (Network Operations Centre and Service Desk). Set targets, service standards and metrics of measurement of success and manage deviations. Review service issue points and review innovative approaches to support service

PO 4:
Financial and Budget Management

Responsible for budget compilation to prepare and present annual budgets to executive team
Analyze monthly financial performance, variances in conjunction with the head of finance
Propose optimization plans for growth and sustainability
Analyze and monitor the effect of budget or policy changes on business unit productivity
Develop and maintain a financial model to assist management in justifying investment initiatives

PO 5:
Vendor management