Service Delivery Manager

The Service Delivery Manager is the guardian of the contracted end to end services. Orchestrating the deployment of corporate-wide resources to provide the agreed comprehensive services and solutions into the account. Focused on overall account management including: * Ensure the SLA implementation and management between service Provider and the City of Mbombela which includes compliance, Billing, Procurement, Operations, Administration and services. * Ensure monthly SLA meetings are held and attended. *  Ensure to liaise with and obtain client approval and implement all requested deliverables and projects. * Oversee, manage and ensure implementation and completion of all requests and projects. * Manage and deliver projects according to agreed deliverables and time frames. * Ensure the management of contract staff members as well as their respective duties and deliverables. This includes all aspects from tasks to disciplinary processes. * Ensure 3rd party SMME communication, implementation and deliverables as well as compliance to other SLA requirements. * Ensure client policies, procedures, plans, strategies and requests are reviewed, changed, maintained and implemented. * Provide guidance on contract matters to sectional supervisors or other operational staff, including training to new employees in contracting practices and procedures. Provide and maintain the overall contractual Agreement with the Client * Advice CIO on new Technologies, products and services which are offered with appropriate, competitive terms and conditions * Manage on-going issues and change management * Assist with vendor management on ICT related systems and services. * Assist the CIO with all aspects of the entire supply chain processes applicable to IT * Establish and maintain a sound business relationship  * Align GIJIMA’s IT policies and procedures to best fit the engagements risk profile * Provide the Client with information relating to GIJIMA’s products and services * Co-ordinate the GIJIMA Business Support Functions – e.g. Legal, HR and Finance * Facilitate the process of efficient & effective IT governance in line with ITIL principles * Maintain a knowledge of the Client’s business processes and policies that GIJIMA are required to adhere to * Monitor the level of customer satisfaction at regular intervals and respond to the Client queries and complaints ensuring that, when necessary, corrective action is taken to resolve such issues * Engage the Client in respect of their overall IT Strategy and business objectives in order to align GIJIMA’s service offerings * Facilitate investment and decision-making processes * Propose and agree on critical success factors, service levels, service objectives and performance metrics for the engagement * Ensure that, overall, the Services are managed and delivered in accordance with the Service Definitions and Service Levels. * Direct and co-ordinate Service reviews, con