The Service Delivery Manager (SDM) is responsible for service delivery management, contract management, and commercialization of Nexio customer contracts and service level agreements (SLA)
Closing date: 31 July 2024
Location: Midrand
ROLE REQUIREMENT
- To serve as the single service interface into Nexio and the client.
- To be the first point of escalation for the client on matters relating to service delivery;
- To identify, analyse and mitigate contractual risk and concerns for Nexio and consult the GM: Services on such, where appropriate;
- To oversee all service delivery matter in line with contractual obligations;
- Understand and be accountable for the contract life cycle by:
- Implementing and maintaining the commercial model for the contract in manner that maximises Nexio’s financial returns whilst reducing commercial risk;
- Provide input into, and take ownership of, the overall contract with the client from negotiations through to termination/ renewal; and
- Manage the contract throughout its lifecycle in a matter that mitigates contractual risk and exposure for Nexio;
- Co-ordinate all billing and invoicing in line with the contractual terms;
- Develop and maintain functional relationships between all Nexio delivery units and external business partners; and
- Manage audit readiness relative to contract scope and requirements;
- Participate in audit compliance reviews and take remedial action appropriately;
- Third Party Management:
- Ensure that appropriate contracts are in place with all 3rd parties to protect Nexio’s financial, reputation and other interests;
- Implement and take ownership of Operational Level Agreements (OLA’s)/ SLA’s and Underpinning Contract (UC) management, tracking, measurement and reporting
- Ensure the services delivered aligns to the contracted scope of services;
- Manage quality of service delivered into the client;
- Take ownership of the Service Level Agreement (SLA) of the contract by:
- Taking the lead in negotiating feasible and achievable service level metrics for Nexio;
- Tracking operational delivery and managing it in a manner that ensures achievement of the SLA;
- Preparing and presenting regular (minimum monthly) service level reporting into the client in line with the client’s expectations and contractual obligations;
- Strive to exceed SLAs if there are no additional cost implications;
- Analyse SLA compliance and identify areas of continuous service improvement;
- Third Parties:
- Oversee the management of any 3rd parties in line with the respective contracts, SLA’s and OLA’s;
- Compile, validate, present of weekly operational service reviews;
- Compile, validate, present of monthly SLA reports for client reviews; and
- Compile, validate, present monthly SLA reports for interna
- Compile, validate, present
KEY COMPETENCIES
- A strong grasp of best practice operations management;
- Strong technical capabilities;
- Excellent leadership and relationship management skills;
- Strategic thinker;
- Contract Management experience and skills;
- Commercial mind-set;
- Process driven;
- Excellent Service Level Management skills; and
- Excellent communication, problem management and conflict resolution skills;
- Ability to meet deadlines – and work under pressure.
- Attention to detail and a passion for quality.
- Analytical approach to service and cost management;
- Good communication skills required – written, presentation & verbal;
PROFESSIONAL COMPETENCIES
- Proven ability to drive collaboration and lead multi-disciplinary technical teams;
- Significant experience in delivery of projects, services and solutions;
- Previous budgeting and procurement experience are essential;
- Previous experience in the effective management of vendor relationships and contract management
- Understanding of service delivery models and the commercialization thereof.
QUALIFICATIONS & EXPERIENCE
- Minimum of an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate
- A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
- 3 years’ experience in managing a team of at least 10 individuals
- Relevant IT Degree would be an advantage
