Requirements:
Gr 12
ITIL Foundation certificate (Advantageous)
Accredited IT qualification at NQF 6 (Advantageous)
5 years’ in a Technical Service providing environment.
3 Years’ Service Delivery Management.
Experience in developing & delivering Executive level dashboards.
Sound IT management skills
People management skills
Project management skills
Client management skills
Sound understanding of industry

Duties:
Core Functions: Contract Management
o Single service interface and point of escalation for client. (Internal & External)Develop and maintain functional relationships between delivery units & external business partners.
o SLA adherence.
Service Levels Managements
o Ensure scope of service equals service delivered.
o Manage quality of service delivered.
o Ensure SLA’s are met and exceeded if no associated cost.
o Analyse SLA measurements.
o Third party Management.
o Compilation, validation, presentation of monthly SLA reports and business reviews.
o Weekly operational service meeting owner.
o Weekly account status updates to the Technical Management Team.
o Assist in management and measurement of conformance to service level agreements.
Management of Delivery Processes
o Facilitate problem resolution.
o Capacity & availability management of technical resources.
o Manage escalation process.
o Management of ITIL process and procedures. (Advantageous)
o Own the development of service improvement plans.
o Manage implementation of service improvement plans.
o Identify and manage implementation of continuous improvement opportunity.
o Identify, manage and implement procedure improvement.
o Ensure products are delivered in a holistic fashion.
Management of Customer Satisfaction (Internal & External)
o Own and manage customer satisfaction.
o Customer satisfaction measurement and overall improvement.
o Maintaining good customer relations.
General
o Understand customers’ business and the impact of technology on their business.