Purpose of role: The successful candidate will report to the Business Unit Manager and act as a custodian of relationships both internally within the company, and externally with and between customer support teams and vendors. The Service Delivery & Project Manager plays a critical role in the co-ordination and delivery of operational support and projects to the customer and is seen as an extension of the clients IT Operations team. The role consistently strives to improve and strengthen the customers perception of service quality, through dedicated support expertise, and consistent communication. Main Responsibilities Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers. Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided. Establishing and articulating business requirements for new services or changes to existing services. Mediating in cases where there are conflicting requirements for services from different business units ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents. Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs. Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service. Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures. Ensuring that targets agreed within underpinning contracts are aligned with SLA targets. Ensuring that service level reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence. Ensuring that service performance reviews (SLA Meetings) are scheduled, carried out with customers regularly and documented, with agreed actions progressed. Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers. Reviewing service scope, SLAs, OLAs and other agreements on a regular basis. Ensuring that 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. Identifying all customers and other key stakeholders to involve in SLA negotiations. Managing customer complaints including their recording, management, escalation (where necessary) and resolution. Measuring, recording, analysing and improving customer satisfaction. Managing the production of the required deliverables Planning and monitoring the project Formulating and executing plan Monitoring and reporting on project progress Executive and cross-company stakeholder engagement with strong strategic thinking and analysis Business case and benefits development and tracking Shape the delivery of strategic initiatives and manage execution Manage risks, issues and constraints and offers alternative where possible Work closely with key stakeholders, Change managers, Business Analysts, BI developers, and all integration areas Education and Qualification Matric/Senior Certificate IT Related Tertiary Qualification (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+) Experience and Training Strong IT Service Delivery Management Project Management Service management Continuous Service Improvement Resource and Capacity Management Operations Management Escalation Management and Resolution Identify new business opportunities Manage Third Parties Report Management
