Main purpose of the job

Why this job exists The Service Delivery Manager serves as a customer advocate, identifying our customer’s needs and striving to advance the delivery of Transaction Junction services to our customers. The position requires regular and effective communication to our internal teams and customers. The service delivery manager oversees a number of key functions that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place, at all times, managing the client relationship from a service quality and operations perspective.

Service Management

• Lead customer interaction on service-related issues and orchestrate actions within Transaction Junction to ensure correct focus on and resolution of the issue.
• Act as the customer advocate on operational and service management matters
• Have a detailed knowledge of the services provided to each customer, understanding the effect a service outage may have from the customer perspective
• Be responsive to the customer in any and all requests or issues, acting as an escalation point for issues reported to the technical teams
• Monitor overall performance of services and timelines to deliver
• Good communication around issues and opportunities – get things done, make things happen.
• Building, maintaining and analyzing service reports, presenting monthly service management details to customers Transaction Junction’s service, customer requests and any issues.
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to management
• As owner of the escalation process the Service Delivery Manager will oversee major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Promote visibility of services in the capacity both of their functional and measurable objectives and achievements, to ensure overall improvement and adherence to quality of delivery of contracted services
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Liaise and manage incidents raised via the Service desk to the business and the Client to ensure that they are completed within the allotted timeframes as indicated by the SLA through the proactive implementation and enablement of alerting mechanisms.

Technical

• Work with the Operations Team to ensure that accuracy of delivery and access to information is made available to promote the accuracy of reporting
• Ensure a key technical focus on the delivery of services and making the Operations Team aware of SLA breaches, quality of work and customer expectations.

Performance and quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Interrogate monthly analytics and other data in order to make business and technical recommendations to customers and internal departments
• Ensure effective dialogue between business and IT role players

Documentation

• Ensure delivery of SLA and operational engagement models in order to ensure that IT adheres to contracted work and measured against deliverables
• Obtain agreements and sign off any changes to be processed by stakeholders

Team management

• Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders
• Role model behavior and motivate team members in line with the core values
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports

Self management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• 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 organizational needs

Behaviours

• Energy
• Passion
• Respect for others.
• Honest and Fair
• Creativity
• Entrepreneurial Orientation
• Positive Attitude
• Courage
• Tenacity
• Achieves Results

Essential

• Evaluating problems
• Investigate Issues
• Creating innovation
• Building Relationships
• Communicating Information
• Providing Leadership
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving success

Leadership

• Judgment
• Strategy
• Execution and Results
• Customer-centered
• Talent
• Planning and Improvement
• Influence and Communicate
• Ethics and Compliance
• Adaptability

Functional Competencies

• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skill
• Fundamental knowledge of EFT and payments processing is essential

Qualifications and Experience

• Minimum Matric
• Bachelor’s degree in Information Technology
• 4 years’ experience in same or similar role