Service Delivery Manager

Job Purpose

The Service Delivery Manager is the central point of contact for all operational service-related issues and requirements. Responsible for managing service in quality, in budget and time.

Key Responsibilities

Contract Management

Single service interface and point of escalation for client (internal & external)

Adhere to all contract management requirements

Adherence to incident reporting requirements and timelines

Adherence to maintenance schedule requirements for timing and notification

thereof.

SLA Management

Ensure the Scope of service equals services delivered

Manage Quality of service delivered

Ensure SLAs are met and exceeded if no associated cost

Analyze SLA measurements

Third Party Management

Compilation, validation, presentation of monthly SLA reports and Business Reviews

Weekly Operational Service Meeting owner

Weekly account status updates to the Technical Management team

Assist in management and measurement of conformance to service level agreements

Management of Delivery Processes

Capacity and availability management of technical resources

Ensure effective support desk assistance of electricity related issues

Ensure projects are delivered on time and with accuracy

Analyse statistics and compile accurate reports

Keep ahead of industry’s developments and apply best practices to areas of improvement

Control resources and utilise assets to achieve qualitative and quantitative targets

Adhere to and manage the approved budget

Maintain an orderly workflow according to priorities

Service Delivery

Improve customer service experience, create engaged customers and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Facilitate problem resolution

Manage escalation process

Own the development of Service Improvement Plans

Manage implementation of Service Improvement Plans

Identify & Manage implementation of continuous improvement opportunity

Own and manage Customer Satisfaction measurement and overall improvement

Maintain good customer relationships

Ensure 100% up-time of systems integration

Ensure proper monitoring of supplier/aggregator interface

Proactively utilize available manual & automatic tools

Work collaboratively

Build a culture of respect and understanding across the organisation

Recognise outcomes which resulted from effective collaboration between teams

Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation

Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions

Self-Management

Set an example through personal quality and productivity standards and ways of working with others

Demonstrate consistent application of internal procedures. Plan and prioritise, demonstrating abilities to manage competing demands

Demonstrate abilities to anticipate and manage change

Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs

Leadership

Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders

Coach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture

Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.

Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.

Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning

Identify the capabilities needed to meet the current and emerging business needs of the organisation. Evaluate current capabilities, identify gaps, and prioritize development activities