Manager: Service Delivery - Fixed Term Contract

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.

• 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.

• Relationship Management
• Service Delivery Management
• Stakeholder Communication

• Job Match
• Relating and Networking
• Presenting and Communicating information
• Working with people
• Deciding & Initiating Action

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or relevant certification
• OR NQF 4: Grade 12

• 5 years of experience in IT Service Delivery.
• Or
• If the highest qualification is grade 12, 7 years of experience in IT Service Delivery.

• Certification in ITIL Service Management and Service Delivery modules
• ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)

Span of Control Direct 7

Level of Engagement Interact with similar level, ME, Chiefs and others outside of business.