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Service Delivery Manager

The above position within IT has become available, based at Oceana House, Cape Town.

This position reports to the CIO and will work closely with the CIO on all governance and control related functions and be responsible for the Management of the Service Desk; Incident Management; Problem Management and Change Management in order to support business by ensuring effeciency and effectiveness in delivery of the required service levels

Key Responsibilities:

* Develop Service Management strategies to ensure operational and support processes are working to support the business
* Accountable for service-related reporting and communication

* Management and continuous improvement of the operational environment
* IT service delivery to Oceana
* User relationship management

SLA Management

* Implementation and maintenance of Service Level Agreements
* Implementation and maintenance of Operating Level Agreements
* Managing non-adherence on SLA and putting remediation plans in place

* Escalation Management and resolution

Communications Management

* The single point of contact for Incident Management and escalations
* Owner of Business Communications

* Maintain active communication with appropriate internal stakeholders to develop and intergrate resolutions ( changes, incidents, problems, requests etc)

Continuous improvement

* Manages service improvement by identifying trends and permanent solutions through Problem management
* Liaising with relevant IT areas (e.g. infrastructure) to ensure that preventable issues are architected out

Governance Process ownership

* Ownership of the Service Desk Management, Incident Management and Problem Management
* Development and implementation of Service Introduction for Projects
* Facilitating the Release and Change Management process


* Operates Effectively in a Service driven culture
* People Management and Leadership Skills - Achieves delivery through people
* Strong Communication Skills, both verbally and written
* Works well under pressure
* Strong ability to prioritise
* Customer Centric
* Problem Solving
* Building & managing relationship
* Facilitating change
* Decision making
* Developing others
* Managing performance
* Planning & Executing
* Excellent Self Management practices

Qualifications and experience :

* Service Delivery Management experience (2+ years)
* Service Delivery Team Lead experience (2+ years)
* SAP experience preferred
* Degree in Information Technology/Information Systems or Business Management is preferred

Interested parties meeting the above criteria are requested apply via Oceana Careers , subsequent to a discussion with their Line Manager.

In support of the company's Employment Equity Plan, applicants from designated groups will be given preference for this position

Closing date for applications: 1 st December 2017

If you are not contacted within two weeks of closing date, please consider your application unsuccessful.

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