Our Client one of the largest companies in Telecommunication Sector is seeking a highly Skilled Service Delivery Manager to join their team. The ideal candidate must possess the following to succeed.
Competencies
Works well under pressure and can handle pressurizing clients
Willingness to Travel (one a quarter 2-3 days)
Strong Service Management Skills
Strong People Management Skills
Sound Technical ability – exposure to application support, Knowledge of Linux/Unix systems (mediation systems would be advantageous)
General Technical Knowledge
Ability to work in a fast-paced, 24.7 environment
Ability to communicate at Snr Management Level
Self-sufficient and very adaptable
Qualifications
Contract Compliance & Management – 5 years experience +
Client Relationship Management – 5 years experience +
SLA/OLA Management – 5 years experience +
Service Management – ITIL
A+,N+, MCSE or National Diploma
Tertiary qualification in IT or equivalent

Job Responsibilities:
Fully responsible for Financial and Service Delivery within the Region. Meeting clients contractual service requirements:
Programme and Project Management - Ensure that projects are delivered in line with customer expectation and the right level of quality
Performance Review and Appraisal-To conduct performance reviews signed off prior to performance appraisal period and at the end of the performance cycle
Performance Contracting-Performance Contracting completed on time based on achievement of business targets and inclusive of Personal Development Plans
Penalty Management - manage and mitigate the levying of excuse performance penalty
Operations Costs - manage, contain and where possible reduce operational costs
Monthly Service Reporting Packs Submission - ensure that the packs are delivered in line with the specific contract requirements.
Monthly Service Reporting Packs - Prepare the monthly SLA packs for the customer SLA meetings.
Meetings-For Clients that request monthly meetings ensure that this is completed and minutes shared accordingly
Internal processes-Ensure internal documented processes are adhered to . Non Compliance to be recorded and Corrective actions raised .
Human Resources-Adhere to HR procedures and policies
Governance - implement the relevant governance structures as per agreed account plans
Escalations-Ensure that all customer concerns/escalations are addressed and resolved timeously. Escalate to Operations and ensure that progress is provided to the customer.
Drive the achievement of high customer excellence - ensure that the customer satisfaction levels are at least 80% high satisfaction. Come up with initiatives to delight the customer
Debtors-Ensure that customers are invoiced in line with the contractual agreements in place
Deadlines-Ensure that all deadlines are met in accordance Deadline Matrix Report.
Creditors - Manage creditors in line with the financial arrangements in place
Cost Containment -To manage productivity and cost containment to ensure achievement of Cost Containment Targets Budget vs.Actual.
Continuous Improvement Plans - develop and own the continuous improvement plans for the account. Identify opportunities for optimisation/continuous improvement plan
Call Ageing -Ensure that no calls are over 60 Days. Ensure that all calls over 60 days are escalated to ensure closure. All calls to be regularly updated correctly with relevant details.
Bad Debt management - collection of debts in excess of 60 days.