Job Description

Employment Type: Full-time

We are currently seeking a Service Delivery & Project Manager to join our dynamic team. Reporting to the Business Unit Manager, the successful candidate will serve as a key liaison between internal teams, external vendors, and customer support teams. The Service Delivery & Project Manager will play a vital role in coordinating and delivering operational support and projects to our customers. The primary objective is to enhance customer perception of service quality through dedicated support expertise and effective communication.

Key Responsibilities:

• Establish and maintain constructive relationships between the service provider and customers.
• Identify changes in customer environments and technology trends affecting service provision.
• Articulate business requirements for new services or changes to existing services.
• Mediate conflicting service requirements from different business units.
• Negotiate and document service level agreements (SLAs) with customers.
• Assist in maintaining an accurate service portfolio and catalogue.
• Ensure alignment of underpinning contracts with SLA targets.
• Produce service level reports and conduct service performance reviews with customers.
• Act on improvement initiatives identified in service reviews.
• Manage customer complaints, escalation, and resolution.
• Measure, record, analyze, and improve customer satisfaction.
• Manage the production of required project deliverables.
• Plan, monitor, and execute projects.
• Engage with executive and cross-company stakeholders.
• Develop and track business cases and benefits.
• Shape and manage the delivery of strategic initiatives.
• Manage risks, issues, and constraints, offering alternatives where possible.
• Collaborate with key stakeholders, change managers, business analysts, BI developers, and integration areas.

Requirements:

• Matric/Senior Certificate.
• IT Related Tertiary Qualification (Degree or Diploma).
• Project Management Certification.
• ITIL V3/V4 (Foundation).
• Minimum 5 years of IT service delivery management experience.
• Minimum 2 years of project management and service management experience.

Knowledge and Skills:

• Strong IT service delivery management skills.
• Project management expertise.
• Continuous service improvement knowledge.
• Resource and capacity management capabilities.
• Operations management experience.
• Escalation management and resolution skills.
• Ability to identify new business opportunities.
• Third-party management skills.
• Strong problem-solving abilities.

Competencies:

• Excellent communication skills (verbal and written).
• Financial acumen.
• Influencing skills.
• Leadership capabilities.
• Decision-making skills.