It Service Delivery Manager – Durban
The IT Service Delivery Manager is responsible for dedicated IT service delivery to business units and contact center campaigns in the Group.
Responsibilities:
- Building customer relationships
- Managing customer Service Level Agreements
- Managing IT requests, incidents, and projects
- Response, escalation, and communication of IT related incidents
- Documentation – compiling and updating policies and procedures
- Reporting – regular reporting and analysis on service desk tickets, change control and downtime
- Ensuring all IT requests, incidents and projects are prioritized and actioned in line with customer SLA’s and ensuring client satisfaction
- Effective communication between and on behalf of the IS Technical team, Bespoke International Group stakeholders and clients of the business
- As primary point of contact, ensuring the effective escalation of issues to various stakeholders
- Internal and external reporting in line with customer requirements
- Ensuring a world-class customer service delivery experience
Requirements:
- Knowledge and IT certifications related to networking, firewalls, and servers
- Knowledge of IT Service Management processes.
- Ability to lead technical discussions and meetings
- Strong ability to carry out assigned tasks independently with little supervision.
- Strong written and verbal communication skills
- Ability to prioritize response to incidents, requests and projects according to business impact
- Excellent communication and interpersonal skills.
- Understanding of security frameworks, standards and service management i.e. ISO, ITIL etc
- Documentation and reporting skills
- Technical experience and problem-solving skills
- Understanding of IT hardware, software and network infrastructure
- Project management skills and experience
- Understanding and experience in IT disaster recovery and business continuity
Duties, functions, hours of work and responsibilities may be changed in accordance with changing business requirements, of either the employer or the Client of the employer for whom you are contracted to provide a service
