Service Delivery Manager

at  iLaunch

Establish and maintain relationships with the service provider and customer.
Identify changes to the customer environment and technology trends that could impact the services provided.
Establish and articulate business requirements for new services or changes to existing services.
Mediate conflicting requirements for services from different business units.
Ensure all service level requirements of customers are identified, understood, and documented in the service level agreement and service level requirements documents.
Negotiate and agree on the service levels to be delivered to the customer, documenting them in the SLA.
Negotiate and agree on OLAs (operational level agreements), SLAs occasionally, and agreements that underpin the SLA with the appropriate customers.
Assist with producing and maintaining an accurate service portfolio, service catalogue, application portfolio, and corresponding maintenance procedures.
Ensure targets agreed upon within underpinning contracts are aligned with SLA targets.
Ensure that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated, and actions taken to prevent recurrence.
Ensure that service performance reviews (SLA meetings) are scheduled, carried out with customers regularly, and documented, with agreed-upon actions progressing.
Ensure improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.
Review service scope, SLAs, OLAs, and other agreements regularly.
Ensure all changes are assessed for their impact on service levels, including SLAs, OLAs, and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate.
Identify all customers and other key stakeholders to be involved in SLA negotiations.
Manage customer complaints, including their recording, management, escalation (where necessary), and resolution.
Measure, record, analyse, and improve customer satisfaction.
Grade 12 (Matric)
IT Degree or Diploma
Project Management Certification
ITIL V3/V4 (Foundation)
Solid IT Service Delivery Management Experience (5 Years)
Project Management (2 Years+)
Service Management (2 Years+)
Valid driver’s licence own reliable vehicle – Must be willing to travel
Between 5 - 7 Year

Please refer the Job description for details