About the job IT Service Delivery Manager Minimum Requirements Matric (Grade 12) Professionally qualified and experienced specialists / middle management Responsibilities Oversee the delivery of outsourced infrastructure services to the SLA Provide world class technology user experience Ensure correct processes are in place Ensure escalation procedures are clear and followed Adhere to agreed team operating model Ensure service requests are captured by 3rd party, Dimension Data, as per agreed operating model in CA Service Desk Scope work for all major maintenance and project activities Ensure project and maintenance activities are scheduled prioritised and updated in the master plan Work with the team to collectively coordinate and prioritise activities Build and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialoguelisten advise influence and negotiate to achieve win win outcomes Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements aredelivered Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts Anticipate consequences and adapts problem solving based on continual feedback Act speedily to resolve problems queries and complaints Adapt communication styles to meet the needs of different audiences Obtain feedback regarding technological issues from users Communicate with stakeholders to identify possible solutions to current technological issues and anticipate futurerequirements Trend and analyse data to identify problems in the environment Advise and action necessary steps to remediate Report back to stakeholders on trends and causes of technological issues on a weekly and monthly basis Initiate investigation into root causes of issues being experienced Provide end to end management support and maintenance for all infrastructure frontend operations Be alert to key projects which require implementation Identify plan and prioritise tasks Allocate responsibilities and resources accordingly Demonstrate pride in the organisations brand services and products by consistently delivering on the brands promise Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained Stay relevant and up to date with legislations and new developments Maintain a positive attitude and respond openly to feedback Handle stress in ways that do not negatively impact others Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time frames and according to quality standards Take ownership of personal career development leveraging formal and informal opportunities Read situations and organisational realities Set aside personal agenda for the greater good Act in an ethical transparent and morally defensible manner including highlighting unethical practices #J-18808-Ljbffr