Service Delivery Manager

The Service Delivery Manager (PMET) will oversee the management and delivery of technology services for our clients.
This position demands a keen focus on ensuring that service levels are met or exceeded while enabling successful project execution and operational performance.
**Key Responsibilities**:
Service Delivery
- Ensure that all business service deliverable commitments are met to the highest standard
- Serve as the main point of contact for major service escalations pertaining to the service deliverables committed
- Support in the maintenance and improvement of the organizational service delivery competency profile
- Assist in the establishment, refinement and standardization with any forms of relevant operational process
- Support in the supervision and management of the relevant service delivery teams in accordance with the organisation principles and values to meet the business needs
- Ensure high levels of competency and operational excellence with the relevant project teams
- Deputize, where necessary, in the supervision and accountability of the department’s daily activities and provide guidance as necessary
- Manage operational team’s bandwidth and workload allocation according to the business needs
- Ensure timely delivery of services when it comes to initialization of new projects awarded.
- Define, develop and prepare any necessary relevant project management plans
- Manage and control internal definitions of project cost efficiency targets, while maintaining a high level of service delivery standards
- Analyse and mitigate any potential risks pertaining to service delivery

Competency Development
- Support in the evaluation of the operational team’s performance and determine milestones, training needs and progression
- Scaffold operational team when assigning tasks of higher-level difficulties, where relevant
- Plan for internal delivery capabilities across spectrum of projects, e.g. assignment, training and optimization of deployment of R-DOT specialists for higher-value business services for Data Centre, Cybersecurity Operations.

Business Development
- Serve as primary point of contact for relevant operational matters
- Provide input and feedback on customer satisfaction levels
- Provide insight on customers’ business goals, forecast, plans
- Develop scope and budget for operational delivery pertaining to organic business growth
- Anticipate and analyse existing customers’ inquiries and needs, determine delivery goals, plan and manage operational execution with the relevant business supporting units
- Build and maintain positive relationships with customers for potential business growth
- Assist the business development team with operational related requirements and discussions
- Support the business needs in terms of conceptualization of the required service delivery capabilities as well as the relevant cost based on Client requirements.

Internal controls
- Liaise, plan, negotiate and develop processes with internal stakeholders to ensure high levels of efficiency for service delivery team

Cloud & Cybersecurity Operations
- Plan and manage migration exercises for any customers that are shifting from on-premises to any cloud platforms
- Has exposure to a range of cloud platforms (AWS, Azure, Google Cloud)
- Foster a collaborative environment that encourages knowledge sharing and innovation.
- Provide ongoing training and development opportunities for team members.

**Requirements**:

- Degree in Information Technology, Business Administration, or related field.
- Minimum 6 years of experience in IT service delivery management or related roles.
- Sound understanding of project management principles and IT service management frameworks.
- Proven track record of managing service delivery for IT services
- Strong leadership abilities with the capability to motivate and develop teams.
- Excellent communication, negotiation, and interpersonal skills.
- Strong problem-solving skills and the ability to think strategically.
- Experience in budget management and resource allocation.
- Relevant certifications in project management (PMP, PRINCE2) and ITIL are a plus.

**Benefits**:
**We provide**:

- on the job training
- Opportunities for professional development and career growth
- A collaborative and supportive work environment