JOB PURPOSE:
Manage the Performance of services to clients (internal and external) as agreed in the contract to ensure that service levels are achieved
Manage the delivery of all IT components of the Mode group services in line with the Mode business objective
Provide input to the strategy formulation and implementation for IT applications and technologies across the Mode Group
Identify KPIs and Key services and create a mechanism for reporting to the Mode Group COO and customers
To define the service strategy and implement ITIL
DUTIES AND RESPONSIBILITIES:
Risk Management – provide appropriate risk analysis and suggestions on how best to avert product/service outages and improve business continuity
Achievement of SLAs – The management and performance of the services ensuring that we meet and exceed service levels agreed to with the clients.
Consultative Role – It is intended that the Service Delivery Manager becomes a trusted advisor for all Mode’s service delivery engagements.
Operational Excellence: The Service Delivery Manager needs to provide informed information to assist in decision making with respect to the continuous improvement of operational tools and processes, location and efficiency of the service delivery hubs and overall cost of service delivery.
Reporting – Provide the customer with a concise view on the performance of their services on a regular basis. The report is a mechanism to have informed discussions with the customer on how best to improve and enhance the SLA performance.
Monthly Meeting – The reports and discussions need to held in a monthly “face to face” meeting with the customer
Point of Escalation – Single point of contact for all product/service related issues. This may mean after hours and on public holidays and week ends
Incident Management – Provide a lead role in the resolution of all service incidents. Providing constant, regular and informative communication to all stakeholders
Change Management – Provide best practice and take the lead in all technical changes that occur with the live product/service. Ensuring that the changes made have the intended effect
Capacity Management – Provide the customer with information pertaining to the capacity of the system/product and suggestions on when to upgrade or downgrade capacity accordingly.
QUALIFICATIONS:
Have a minimum of 5 years’ experience managing ICT operations
Degree in Electrical Engineering/ Telecommunication Engineering/Computer Science/Computer Engineering or equivalent.
KEY SKILLS REQUIRED:
Good knowledge of Telecoms Charging systems and VAS products
Excellent Knowledge of ITIL or the Business Process Framework (eTOM)
Highly Developed Analytical skills
Excellent Communication skills
WORK CONDITIONS
On-call availability
Willingness and ability to travel and be away for long periods of time at a go
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
