Service Delivery Manager is responsible for managing and monitoring Service Level Agreement’s (SLA) requirements so as to ensure the contractual requirements’ levels are met and tasked to take on responsibilities during contract transition phases.

The incumbent will work with transition teams to ensure that transition deliverables are delivered according to plan and operational for post-transition. 

• Lead and drive the service delivery for assigned accounts

• Accountable for the success of projects implementation for assigned contracts

• Manage and communicate with key holders on daily operational support

• Monitor and ensure SLAs are met, issues escalated and prioritized

• Act as the point of contact for service delivery

• Responsible for service delivery of account and prioritization of work requests

• Manage a team of server/network and resident engineers. 

• Required to manage data centre operations and ensure the necessary processes are in place to support service/equipment on boarding, network and physical security, service contingencies etc.

• Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business

• Identify operational gaps and drive to ensure closure, both internally and externally

• Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams

• Ensure delivery to cost plan

• Any other ad-hoc duties as required or assigned

Job Requirements

• Bachelor Degree or Diploma in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines

• At least 5 years of relevant experience

• At least 10 years of IT outsourcing experience with proven ability to work in large groups and for large accounts, to lead large teams

• At least 3 years of experience in data center management