IT Service Delivery Manager

Our client is a leading and innovative company at the forefront of transformation data science and change management solutions. With a clear vision to empower businesses they have garnered a stellar reputation for making organizations more efficient effective and customercentric while driving substantial revenue growth. Their commitment to excellence has made them a trusted partner for a diverse array of businesses seeking to thrive in todays fastpaced and everchanging market landscape.

Job Type: Full Time

Workplace: Onsite

Location: Cape Town

Requirements:

• Graduate Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM PMP
• Minimum 8 12 years in managing IT service delivery of BPO large client relationship (800Seats)
• Willingness to work in a 24 x 7 environment and must able to work 2PM11PM Shift Onsite.
• Good understanding of Networking Systems Voice and business applications
• An industry recognized certification like ITIL / ITSM is an advantage
• Understanding of Project management methodology
• ITIL Framework / Knowledge (Incident Management Problem Management Change Management Service Management)
• Ability to interface and communicate at all levels within Client organizations
• Understanding of Enterprise Business Processes IT Process Service Delivery is vital
• Working knowledge of MS office MS Project and Visio
• Good presentation and interpersonal skills.
• Excellent problem solving skills in a cross functional environment
• Client stakeholder management
• Strong verbal and written communication skills
• Strong customer service orientation ability to connect with global customers and work with Global teams
• Good listening and consultative skills

Responsibilities

Basic Function:

• This is a business and client facing role that ensures a seamless IT Service Management helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams.

Essential Functions

• Client Portfolio Management End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery Lead Service delivery Reviews on SLA adherence ongoing projects with Client and Internal stakeholders.
• Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
• Business Value Creation Responsible for identifying implementing and review of service improvement initiatives.
• Drive productivity improvements as per plan and control cost of operation.
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
• Major Incidents Database Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Remote Work :

No