Service Delivery Manager [South Africa]

 

Minimum Desired Qualifications

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• National Senior Certificate (Grade 12)
• ITIL V3/4 and Project Management Certifications.
• IT Diploma or degree preferable.

Minimum Desired Experience

• 7+ years hands-on experience in IT Service Management.
• 5+ years experience in an IT Service Delivery Environment
• 5+ years Project Management experience
• 5+ in managing a service desk
• 5+ in people management
• Broad understanding of technology services and infrastructural elements
• In depth knowledge of the ITIL framework and oversight of ITIL processes - Incident, problem and change management
• 7+ years Contract management
• Vendor management experience, in the context of service delivery to clients

Knowledge and experience in organizational effectiveness and operations management
Proven ability to manage the administration of operational business
Build and maintain excellent relationships with colleagues and clients
7+ years experience in building and managing a 24/7/365 service desk operations.
7+ years experience in defining SLA requirements from contracts
7+ years experience in service costing
7+ years experience in (departmental) budgeting

Minimum Desired Competencies

• Clear, quality communication with customers and with the internal team
• Strong people management skills
• Trustworthiness and dependability
• Ability to work unsupervised
• Good written and oral communication skills
• Good time management and priority management
• Willingness to operate in a team
• Good understanding of technical IT concepts in order to be able to communicate effectively with technical team
• Ability to proactively identify opportunities to help achieve target
• Ability to do support operational and project costing
• Ability to plan all logistics and resources required for a number of simultaneous projects
• Communication skills - ability to communicate confidently and clearly with all stakeholders, i.e., internal and external
• Proven ability to identify and proactively manage risks
• Ability to work under pressure when dealing with and managing time critical production issues
• Self-motivated, precision worker that takes pride in work
• Must have strong problem solving and troubleshooting skills

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