Service Delivery Manager

Why choose Logicalis? As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability. We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth.

Job Responsibilities

• Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS.
• Own the Customer Support process, driving quick resolution to customer-impacting issues.
• Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
• Establish and adhere to customer support case management practices, including meeting defined SLAs.
• Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
• Work toward Service Desk or ISO related Certifications.
• Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
• Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
• Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
• Identify technical issues and communicate them internally and externally.
• Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
• Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support.
• Evolve critical processes across the teams to scale and drive customer value.
• Develop and focus on continuous improvement and evolution of support offerings.
• Implement systems and processes designed to enable scale and support excellence.
• Build Support career framework to enhance the team's focus on personnel development.
• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.

Required Traits

• Obsessed with Customer Satisfaction & Service Quality.
• Independent and self-motivated to drive outcomes.
• Collaborative and Team Player to synergize with various department.
• Deep understanding of operational processes to drive efficiency.
• Strong believer of Governance and metric driven service improvement.
• Ability to drive high priority cases towards resolution with sense of urgency.
• Positive outlook and able to work under pressure.
• Strong Customer Management and Team management skills.
• Analytics & Data Driven.

Required Qualifications

• - Essential Excellent verbally and written communication skills in English.
• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.
• ITIL Foundation v3, v4 or higher.
• Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
• High level of technical competency and acumen.
• Able to perform multi-tasking and time management.
• Expert in documentation and reporting deliverables.
• 5 years of relevant industry experience of delivering services, based on a standalone or combination of the following:
• Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.
• Escalation and issue management and managing customer expectations.

We regret that only shortlisted candidates will be notified.

As part of any recruitment process, we collect and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. By applying to this post and sending us your resume, you agree to the collection, use and/or disclosure of your personal data in the manner as set out in our Data Protection Notice for Job Applicants which can be found Logicalis is committed to protecting your privacy.

Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world. Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience.

As Architects of ChangeTM, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability.

Logicalis Group, with annual revenues of $ 1.5 billion annually, maintains operations in Europe, North America, Latin America, Asia Pacific and Africa and is part of Datatec Group, which is listed on the Johannesburg Stock Exchange (JSE:DTC), with revenues of more than $ 4.1 Billion.

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