Service Delivery Manager

Job Description:

Responsible to manage the internal delivery network to fulfil the customer contract. This includes the dynamic planning, scheduling, measurement of services and delivery against OLA’s to provide the agreed levels of service, taking into account changes in both supply and demand and seeking continuously and proactively to improve services for the benefit of the Business Centers and ultimately, the customer.

Define and responsible for implementation operational governance and service delivery framework in line with Service Delivery Management standards and processes that will culminate in stability in Operational health, Service Excellence and excellent client satisfaction results.

This position will be working with our high profile clients.  Presentation and ability to work with all levels in a corporate business setting is imperative.



        Direct responsibility for client retention through establishing and maintaining service excellence and client satisfaction


Customer Management

  • Interpret and translate client demand statements and define/refine the Clients supply statement for optimal service delivery both for Clients solutions as well as partner and 3rd party solutions
  • Overall accountability and responsibility for the achievement of contracted service levels and customer satisfaction targets for a multi-national account
  • Manage the delivery of service from delivery units, in a service partnership as ‘One Service Team’ with the customer.
  • Ensure the attainment and maintenance of excellent levels of client satisfaction with regards to operational, tactical and strategic service delivery
  • Establish and manage service delivery support functions to the client in alignment with contractual obligations


General Management

Works with Account Management and Senior Management to ensure services are delivered satisfactorily and within contracted levels

Responsible for defining and managing the agreed operational governance model across a multi-national account (including all towers)

Co-ordinate, prioritize and align services and resource requirements with service owners

Overall risk management with specific reference to security

Co-ordinate & manage the service aggregation function for Client for multi-national accounts (across all Client service towers)

Develop structure and optimize delivery, reporting and co-management governance mechanisms for all functions related to delivery (Service delivery management and client operational governance structure) through applying matrix management principles

Ensure optimal management of regional, site-specific, central and national resources for effective and efficient delivery of services in line with matrix management principles and OLA’s frameworks

Support the organization to organically grow the account through service excellence and positive client relations

Implement the Client Continuous Business Improvement methodology to consistently ensure alignment of services with industry standards and best practice

Ensure that the processes and toolsets are effectively implemented, maintained and aligned with client reporting requirements to support Service Level Management process

Own the overall IT Service Strategy and appropriate plans, which implement this strategy to support the customer environments

Owns the Service Delivery Management process and defines policy to ensure its functionality

Participate in Service Operations meetings, Service Review Meetings and Quality Reviews

Consults Sales and Pre Sales and assist the Continuous improvement projects

In conjunction with the customer own the overall IT service continuity strategy, process and appropriate plans. Challenge existing methods of delivery & sourcing and innovate such that productivity improves and costs reduce.

Integrate Process Owners into Service Delivery Management to ensure empowerment of the process owner is appropriate to requirements. Support the Process Owners and ensure process functionality and delivery

Manage Business Units and Customer expectations appropriately

Support the expansion of the service portfolio


Service Quality

Translation of agreed service levels into service specific Operational Level Agreements (OLA’s)

Establish, maintain and manage the OLA’s with service owners

Defines, owns and implements OLA’s for each of the technical delivery areas and ensures delivery against those agreements

Ensure all Service Delivery Managers provide a single point of contact to combine all services from all different departments, 3rd parties and Client International (where appropriate) as a single solution to the Business units and customers within the scope of the OLA and SLA.

Underline the OLA’s with delivery units (where specifically needed i.e. where the customer requirements differ from the service level in standard service descriptions)

Investigate and report all breaches of OLA’s and implement solutions to prevent future occurrences

Ensures OLA’s and SLA’s and any third party supplier agreements are in alignment and capable of delivering services within contracted timeframes.

Rigorously ensure Service Delivery Managers deliver against OLA’s and SLA’s

Own the risk associated with the delivery of the contracted services. Manage a risk plan containing all known service risks.



Provides leadership and ownership and resolve any operational escalations or breakdown in process

Escalation point for Customer Business Management and Management for delivery and high priority issues

Ensure day to day operational delivery and management of problem and incidents resolution

Will be part of the management escalation path and delivery management for service issues


Financial Management

Accountable for the cost and quality of solutions delivered from the technical delivery teams including offers, implementation and operations

Drives up the quality of solutions (availability and performance) and drives down cost

Drive cost-reduction opportunities with delivery units and balance these against risks.

Participate in contract negotiations to consult from delivery of service perspective


Work experience requirements:

At least 3 years + in an IT Service Delivery Management role with significant client contact across all levels at senior management level within a technical environment (preferably within an outsourcing environment) with a good understanding of the underpinning technologies

At least 5 years + IT leadership/management experience is compulsory

Relevant information technology degree and or relevant tertiary degree/diploma is compulsory

Proven track record in client relations management is compulsory

Formal training in management disciplines will be an advantage

Ability to consolidate solutions and provide guidance in defining future platform strategies


Technical Requirements

Competent working knowledge of broad range of MANAGED SERVICES systems

Extensive Technical Knowledge of end to end MANAGED SERVICES supply


Additional Skills

Cost control and budget planning

Politically astuteness and conflict management skills

 Must be articulate in both the verbal & written communication

Have a strong background in IT delivery functions

Analytical and problem solving attributes

Exhibiting tact and diplomacy in dealing with sensitive customer issues

Strong interpersonal, communication, negotiation and presentation skills

Able to identify current status of customer expectations and satisfaction levels

Self-motivated and able to work independently and autonomously.

Ability to quickly identify goals to be pursued, and to influence others towards these same goals.

Strong change management skills

Project Management skills


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