We are looking for a highly motivated Service Delivery Manager to join our exceptional team here at Ergo. This position will demonstrate effectiveness and professionalism in the delivery of of the service. You must have experience directly managing resources and have a strong knowledge of SLAs and KPIs.
- Experience Directly managing staff and ensuring that they are coordinated to achieve service Levels.
- Manage and deliver key initiatives in the goal of achieving Service Delivery excellence.
- Liaise with relevant internal and external stakeholders to ensure smooth service delivery to the customer.
- A strong knowledge and experience of overseeing trouble ticket system and managing it effectively.
- Project Plan preparation and ownership throughout the delivery.
- Overall Accountability for service delivery, within budget, scope, quality and time requirements.
- Allocation of tasks to the delivery team.
- Work with business stakeholders to effectively manage program requirements and expectations.
- Ensure that Stakeholders are service providers are maintaining strong level of services.
- Deliver continuous visible improvement of productivity resulting in increased cost effectiveness and value across the relevant customer base.
- Assist with the definition and preparation of service level KPI reporting as required.
- Issue management reporting on all key components of service delivery.
- Risk & Issue identification and management throughout the delivery.
- Review service failures and produce incident reports as and when required.
- Accountable for problem resolution and implementation of corrective actions where required.
