AVP - IT Service Delivery Manager

Date: 2 weeks ago

City: Cape Town, Western Cape

Contract type: Full time

Our Client, a Leading BPO has an amazing new opportunity available. They are seeking an Assistant Vice President

IT Service Delivery Manager to join their award-winning IT Global Technology Team.

Technical Qualifications And Requirements

Experience with Call Centre Software Platforms (Avaya, Cisco, Genesys, Five9) in implementation, troubleshooting, and performance optimization
Proficiency in Cloud Technologies such as AWS, Azure, Google Cloud
Understanding of cloud migration, hosting, and service models (IaaS, PaaS, SaaS)
Solid IT Networking background with foundational certifications required: A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+) including troubleshooting, networking fundamentals, and hardware/software support
Familiarity with ITIL Framework, including Incident Management, Problem Management, Change Management, and Service Management within call centre environments
Preferable certification: An industry-recognized certification like ITIL/ITSM
Knowledge of Project Management Methodologies
ITIL Framework Knowledge: Including Incident Management, Problem Management, Change Management, and Service Management within call centre environments.
Professional working knowledge of MS Office, MS Project, Visio
Candidates must have the ability to multi task, prioritise and manage daily work activities

Process-Specific Skills Required

Ability to interface and communicate effectively at all levels within Internal Company and client organisations, particularly regarding call centre operations and technology
Understanding of Enterprise Business Processes, IT Processes, and Service Delivery, with emphasis on Call Centre Operations and Call Centre Technology Management
Ensure that the assigned targets in accordance with SLA are met
Ensure that the quality of the transactions is in compliance with predefined parameters
Ensure claim costs is controlled and leakage kept at a minimum
Ensure accuracy of reserves and payments and manage lifecycle of claims
Ensure adherence to Company Policies and Procedures
Managing calls - both inbound and outbound as well as all other correspondence on claims
Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
Any other essential function that may occur from time to time as directed by the Supervisor

Job Description Overview

Client Portfolio Management
End of End owner of key accounts from IT Service delivery perspective
IT Service Management and Delivery
Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders
Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders
Business Value Creation
Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation
Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes.
Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements
Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams

Essential Functions To Be Delivered

Client Portfolio Management: Responsible for the end-to-end management of key accounts, focusing on IT service delivery, including call centre operations and technology
Technology solutioning and delivery: Understand the current industry environment and partner with multiple teams to design solutions using SD-WAN/ Internet / MPLS / Azure / Amazon Cloud / GCP, etc.
IT Service Management: Lead reviews of service delivery performance, focusing on SLA adherence and ongoing projects
Compliance & Information Security: Ensure effectiveness in compliance and information security within client processes, especially for call centre data security and privacy
Client Liaison: Collaborate closely with clients to understand their requirements and align expectations, particularly around cloud-based contact centre services/data and AI technologies
Incident Management: Maintain a database of major incidents, capturing downtimes, application issues, and major outages

Desired Skills

Desired Work Experience

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