Job Purpose<\/p>\n
\tThe Service Delivery Manager is the central point of contact for all operational service-related issues and requirements. Responsible for managing service in quality, in budget and time.<\/p>\n
Key Responsibilities<\/p>\n
Contract Management<\/p>\n
\tSingle service interface and point of escalation for client (internal & external)
\n\tAdhere to all contract management requirements
\n\tAdherence to incident reporting requirements and timelines
\n\tAdherence to maintenance schedule requirements for timing and notification
\n\tthereof.<\/p>\n
SLA Management<\/p>\n
\tEnsure the Scope of service equals services delivered
\n\tManage Quality of service delivered
\n\tEnsure SLAs are met and exceeded if no associated cost
\n\tAnalyze SLA measurements
\n\tThird Party Management
\n\tCompilation, validation, presentation of monthly SLA reports and Business Reviews
\n\tWeekly Operational Service Meeting owner
\n\tWeekly account status updates to the Technical Management team
\n\tAssist in management and measurement of conformance to service level agreements<\/p>\n
Management of Delivery Processes<\/p>\n
\tCapacity and availability management of technical resources
\n\tEnsure effective support desk assistance of electricity related issues
\n\tEnsure projects are delivered on time and with accuracy
\n\tAnalyse statistics and compile accurate reports
\n\tKeep ahead of industry\u2019s developments and apply best practices to areas of improvement
\n\tControl resources and utilise assets to achieve qualitative and quantitative targets
\n\tAdhere to and manage the approved budget
\n\tMaintain an orderly workflow according to priorities<\/p>\n
Service Delivery<\/p>\n
\tImprove customer service experience, create engaged customers and facilitate organic growth
\n\tTake ownership of customers issues and follow problems through to resolution
\n\tSet a clear mission and deploy strategies focused towards that mission
\n\tDevelop service procedures, policies and standards
\n\tKeep accurate records and document customer service actions and discussions
\n\tFacilitate problem resolution
\n\tManage escalation process
\n\tOwn the development of Service Improvement Plans
\n\tManage implementation of Service Improvement Plans
\n\tIdentify & Manage implementation of continuous improvement opportunity
\n\tOwn and manage Customer Satisfaction measurement and overall improvement
\n\tMaintain good customer relationships
\n\tEnsure 100% up-time of systems integration
\n\tEnsure proper monitoring of supplier\/aggregator interface
\n\tProactively utilize available manual & automatic tools<\/p>\n
Work collaboratively<\/p>\n
\tBuild a culture of respect and understanding across the organisation
\n\tRecognise outcomes which resulted from effective collaboration between teams
\n\tBuild co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
\n\tFacilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions<\/p>\n
Self-Management<\/p>\n
\tSet an example through personal quality and productivity standards and ways of working with others
\n\tDemonstrate consistent application of internal procedures. Plan and prioritise, demonstrating abilities to manage competing demands
\n\tDemonstrate abilities to anticipate and manage change
\n\tDemonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs<\/p>\n
Leadership<\/p>\n
\tBe an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders
\n\tCoach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture
\n\tRole model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
\n\tGuidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
\n\tTranslates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning
\n\tIdentify the capabilities needed to meet the current and emerging business needs of the organisation. Evaluate current capabilities, identify gaps, and prioritize development activities<\/p>\n
Requirements<\/p>\n
Competencies<\/p>\n
\tCustomer Focus
\n\tInstills Trust
\n\tCultivates Innovation
\n\tCollaborates
\n\tSituational Adaptability
\n\tDevelops Talent
\n\tBusiness Insight
\n\tManages Complexity
\n\tFinancial Acumen
\n\tBuilds Effective Teams<\/p>\n
Education<\/p>\n
\tMatric
\n\tRelevant tertiary qualification<\/p>\n
Experience<\/p>\n
\tMinimum 5 years\u2019 experience in a similar role<\/p>\n
Apply via company website ( ) or<\/p>\n
blts.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/blts.mcidirecthire.com","_company_name":"Blue Label Telecoms","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-21828","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/21828","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=21828"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=21828"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=21828"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}