Manager: Service Delivery

To manage and control the resources required to deliver the contracted services to internal clients by being fully aware of the status of all services provided to the client as well as initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.
CONTEXT
Know and ensure ITIL Compliance
Conduct service monitoring - customer and business-focused
Intimately understand the Service Offering, Service Catalogue and Client Agreements
Know the BCX way of work and how it applies to the Client
Be aware of changes in the service model and know when to apply them to the Incident area
Understand and comply with Client and BCX governance and standards
Be aware of new developments in information technology and apply then to the Incident area
Understand reporting complexities in order to compile analysis and reports on performance/non performance
CUSTOMERS
CIS Operational Support
BCX Internal Business Areas
BCX Internal Client
ROLES
Financial Management
Client Relations and Satisfaction
Service Level Agreements
Service Providers
Service Delivery, Planning and Control
Service Delivery Management
User Support
Process Management
Incident Management
Service Desk
System Management
Human Resource Management

Desired Skills and Experience

EDUCATION
Grade 12, NQF Level 4 plus relevant diploma or degree, NQF Level 5 / 6
Certification in ITIL Service Management and Service Delivery modules
ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)
EXPERIENCE
No less than 10 years total ICT experience of which at least:
7 have been in a corporate technical ICT services and support environment AND
2 years have been in a service delivery and management capacity
OPERATIONAL REQUIREMENTS
Cellular phone
Driver's license
Motor vehicle
It is the employees responsibility to Effectively Manage Telephonic Communication by:
Ensuring that a professional, personalised message is recorded on their cell phone and landline Ensuring that the message facility is activated when unavailable to take calls
Regularly checking for new messages
Timeously responding to all messages in order to ensure excellent customer service
COMPETENCIES
Knowledge and Skills:
Business Acumen
Conflict Management Skills
CRM Skills
ICT Technology Skills
Managerial Skills
Time And Priority Management
Understands BCX's Way Of Work
Core Competencies:
Analytical Thinking
Communication
Comparisons
Conceptualisation
Customer Excellence Orientation
Internal Actualisation
Leadership
Negotiation

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