Manager: Service Delivery - Fixed Term Contract

Reference: 44065344Business Connexion (Pty) Ltd Duties & Responsibilities Core DescriptionTo 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. Initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.Key Deliverables / Primary Functions Manage DBA resources in executing and achieving business strategy and associated metrics. Improve DBA productivity and smooth day-to-day operations. Act as an intermediary between database management services and clients on all billing queries, expediting where necessary Effective Management and trending of all incidents logged Identify opportunities for Service improvements Ensure that SLA's are clearly understood and communicated to all relevant stakeholders Perform monthly forecasting of cost of sales, operational expenditure, and financial projections. Assist in the creation and management of a budget for the area of responsibility. Always prepare financial reports based on prescribed format Assess, manage and monitor financial risks, and identify new opportunities to obtain and save funds Maintain solution delivery relationships from inception to completion of a service Monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients' queries and complaints ensuring that corrective action is taken Encourage clients to take part in the continuous improvement of the products and services supplied Develop and negotiate SLA's with the client communities based on the required service to be provided and ensure that the third-party suppliers are managed by the respective divisions Provide proactive and reactive incident management and monitor the timeous response to call requests and incidents logged through to resolution Conduct quality audits to assess the ongoing success and effectiveness of the service delivery process Monitor and manage client, service providers, partners, vendors and other stakeholder expectations. Core Functional Skills & CapabilitiesRelationship ManagementService Level Agreement (SLA) ManagementRisk ManagementService Delivery ManagementStakeholder CommunicationCore Behavioural CompetenciesJob MatchRelating and NetworkingPresenting and Communicating informationWorking with peopleDelivering Results & Meeting customer expectationsDeciding & Initiating ActionMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or relevant certificationOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience5 years of experience in IT Service Delivery. OrIf the highest qualification is grade 12, 7 years of experience in IT Service Delivery. CertificationsCertification in ITIL Service Management and Service Delivery modulesICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)Professional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of ControlDirect 7Level of EngagementInteract with similar level, ME, Chiefs and others outside of business. Special Requirements / Employment ConditionWorkplace / Physical RequirementsOn-site Desired Experience & Qualification 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. Initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.