Listing Info

$120K+ 20% bonus

Impact Responsibility

• Direct responsibility for client retention through establishing and maintaining service excellence and client satisfaction

Customer Management Responsibility

• Interpret and translate client demand statements and define/refine the supply statement for optimal service delivery both for Company solutions as well as partner and 3rd party solutions
• Overall accountability and responsibility for the achievement of contracted service levels and customer satisfaction targets for a multi-national account
• Manage the delivery of service from delivery units, in a service partnership as ‘One Service Team’ with the customer.
• Ensure the attainment and maintenance of excellent levels of client satisfaction with regards to operational, tactical and strategic service delivery
• Establish and manage service delivery support functions to the client in alignment with contractual obligations

General Management Responsibility

• Works with Customer Business Management and Senior Management to ensure services are delivered satisfactorily and within contracted levels
• Responsible for defining and managing the agreed operational governance model across a multi-national account (including all towers)
• Co-ordinate, prioritize and align services and resource requirements with service owners
• Supports country/customer specific parts of international delivery through the Service Delivery Management network (iSDM) or through the Delivery Units
• Overall risk management with specific reference to security
• Co-ordinate & manage the service aggregation function for the Company’s multi-national accounts (across all Company service towers)
• Develop structure and optimize delivery, reporting and co-management governance mechanisms for all functions related to delivery (Service delivery management and client operational governance structure) through applying matrix management principles
• Ensure optimal management of regional, site-specific, central and national resources for effective and efficient delivery of services in line with matrix management principles and OLA’s frameworks
• Support the organization to organically grow the account through service excellence and positive client relations
• Implement the Company’s Continuous Business Improvement methodology to consistently ensure alignment of services with industry standards and best practice
• Ensure that the processes and toolsets are effectively implemented, maintained and aligned with client reporting requirements to support Service Level Management process
• Own the overall IT Service Strategy and appropriate plans, which implement this strategy to support the customer environments
• Owns the Service Delivery Management process and defines policy to ensure its functionality
• Participate in Service Operations meetings, Service Review Meetings and Quality Reviews
• Consults Sales and Pre Sales and assist the Continuous improvement projects
• In conjunction with the customer own the overall IT service continuity strategy, process and appropriate plans. Challenge existing methods of delivery & sourcing and innovate such that productivity improves and costs reduce.
• Integrate Process Owners into Service Delivery Management to ensure empowerment of the process owner is appropriate to requirements. Support the Process Owners and ensure process functionality and delivery
• Manage Business Units and Customer expectations appropriately
• Support the expansion of the service portfolio.

• Translation of agreed service levels into service specific Operational Level Agreements (OLA’s)
• Establish, maintain and manage the OLA’s with service owners
• Defines, owns and implements OLA’s for each of the technical delivery areas and ensures delivery against those agreements
• Ensure all Service Delivery Managers provide a single point of contact to combine all services from all different departments, 3rd parties and Company’s International (where appropriate) as a single solution to the Business units and customers within the scope of the OLA and SLA.
• Underpin the OLA’s with delivery units (where specifically needed i.e. where the customer requirements differ from the service level in standard service descriptions)
• Investigate and report all breaches of OLA’s and implement solutions to prevent future occurrences
• Ensures OLA’s and SLA’s and any third party supplier agreements are in alignment and capable of delivering services within contracted timeframes.
• Rigorously ensure Service Delivery Managers deliver against OLA’s and SLA’s
• Own the risk associated with the delivery of the contracted services. Manage a risk plan containing all known service risks.

Escalation Responsibility

• Provides leadership and ownership and resolve any operational escalations or breakdown in process
• Escalation point for Customer Business Management and Management for delivery and high priority issues
• Ensure day to day operational delivery and management of problem and incidents resolution
• Will be part of the management escalation path and delivery management for service issues

Financial Management Responsibility

• Responsible for Cost Budget, Cost Forecasting and Cost Control
• Accountable for the cost and quality of solutions delivered from the technical delivery teams including offers, implementation and operations
• Drives up the quality of solutions (availability and performance) and drives down cost
• Drive cost-reduction opportunities with delivery units and balance these against risks.
• Participate in contract negotiations to consult from delivery of service perspective

Requirements

• BS Degree in Computer Science or other relevant degree
• 5
• years IT leadership/management experience; must a track record of managing consu