Operations Lead, Service Delivery / Service Delivery Manager (Ref 21699)

Responsibilities • To lead, manage, drive the Operations/Projects for  Managed Services outsourcing client assigned. • The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support. • The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service. • Ensure Incident Management processes are followed effectively (ie SRT’s escalation andnotification). • Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the  Problem Management, ensuring the appropriate  Business implement actions to prevent reoccurrences of the same issue. • Monitor and Manage Service delivery and Service Level Agreements ensuring that obligations are issues escalated and prioritized. • Coordinating Change Management activities as required. • Identify, implement and drive service improvements to increase customer satisfaction. • Forecast resource demand to ensure Business can plan and effectively deliver end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis. • Service Delivery Manager is accountable for account service problems and prioritization of work requests for their monitoring specific customers. • Work with Business to integrate new, enhanced and existing service offerings for the account. • The Service Delivery Manager may supply input to the customer Annual Technology Plan. • Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business. • Understand Technical setup of the Client and provide technical inputs to manage existing with continuous improvement/enhancement required. Requirements • Minimum - Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree. • At least 5 – 6 years of IT Outsourcing experience in the combination of the following fields:   • Technical Infrastructure implementation,   • Project management skill set,   • A full and broad understanding of the IT Outsourcing Services and operation coordination skill set   • People management skill set Shortlisted candidates will be offered an Agency Contract.  Agency Contract duration is till 31 March 2027 Licence no: 12C6060