Service Delivery Manager (IT) - neg

Thursday, 27 May, 2021
Annemie     0218722648

Our client has a vacancy for a Service Delivery Manager to lead an IT Services Desk Team of 3 members.


  • Lead a Services Desk Team consisting of 3 team members
  • Enforcement of ITIL conformant processes to ensure both effective and efficient utilization of assigned resource and interactive interface with all operation support providers.
  • Proactive management of the Service Desk Team, taking an influential lead in managing change and the implementation/ development of an end-to-end 'total' Ticket Management process.
  • Continually re-develop Service Desk processes according to ITIL best practices.
  • Adhere to and maintain formal procedures for consistency and increased productivity.
  • Implement methodologies to improve first time resolution, manage customer perceptions, and build strong internal relationships.
  • Working within the existing technology, identify ongoing training and other resources to maximize Service
  • Desk Team effectiveness.
  • Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Analyse Service Desk performance through various statistical and reporting methods.
  • Market the image of the Service Desk Team as a support group 'showcase' that advances the IT vision and strategy.
  • Effectively manage all day-to-day Service Desk team activities and escalations.
  • Effective management of all tickets logged within the Service Desk.
  • Management of 3rd party Vendors and key client business partner relationships, ensuring contracted services are consistently achieved and improved.
  • Provide an effective communication point and reference on all business impacting problems or significant disruptive issues, to ensure succinct and timely resolution whilst protecting the company and the Client business.
  • To ensure 'client validated' adherence to the Service Level Agreement and associated Performance measurements and indicators.
  • Manage the configuration and change management processes, ensuring comprehensive information about all supported components are contained within the Change Management Database.
  • Develop processes and procedures to increase effectiveness and quality of Service Desk, services provision,
  • and to develop proactive ongoing improvement initiatives.
  • To review and present, as required, periodic performance reports related to the Service Desk and resources.
  • To represent the clients' interests within the company internally.
  • Owner of client complaints as described in the company's quality system.
  • Chair and/or actively participate in scheduled or reactive meetings, presentations at all levels of management.
  • Overall responsibility for the management and development of the Service Desk personnel and achievement of team objectives.
  • Responsible for recruitment, soft skills coaching, training and retention of the department.
  • Active Quality management (both tickets and voice)
  • To manage and be responsible for all related policies and processes including and in addition to;
  • SD Policy
  • SD Performance Measurements
  • SD Procedures
  • SD Version/Change Control Standard

Essential Knowledge/Skills

  • Experienced within the ITIL Service Desk
  • Positive and adaptable attitude, pleasant and friendly.
  • Strong organizational and communication skills.
  • Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment, showing intimate knowledge of effective business process mapping and design.
  • Good personal presentation.
  • Ability to communicate effectively at all levels, both written and verbal.
  • Ability to perform well under pressure.
  • Wants to ensure delighted customers, above and beyond the call of duty.
  • Has intimate knowledge of implementing a Service Desk.
  • Works accurately and with eye for detail.
  • Handles in the best interest of both customer and company.
  • Is willing to build a long-term relationship with the customer (not a "job-hopper").
  • Ability to facilitate multi-departmental functions, to achieve necessary success.
  • Ability to compile and analyse data.
  • Willingness to be a member of a dedicated team showing eagerness to drive forward.
  • Demonstrate knowledge and proficiency in working within a Service Desk Environment


  • Senior Certificate
  • Degree or Diploma in IT or similar is preferred
  • ITIL V3 or V4 Certification
  • Minimum of 3 years of hands-on experience in a Technical Service Desk environment
  • Minimum of 2-years' experience in a Team Leader position
  • Has worked in the IT outsourcing environment before with proven leadership skills
  • Experience in Service Desk methodologies & ITMS tools
  • Shift work is compulsory as well as standby duties when required

Desired Skills: 

  • ITIL
  • Service Desk (Autotask)
  • ITMS Tools (Autotask)
  • ITMS (Autotask)

Please apply with your CV, references, a recent photo and your salary expectation to