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Admissions Officer
2 months ago
The Client Delivery manager is accountable for the design, implementation and maintenance of the Service Delivery and Planning strategy, framework, and Operating model. This role assesses the environment across functions to identify and implement innovative improvements to support more efficient and cost-effective Service Delivery.
The Client Delivery Manager is part of the OptiNet Executive Team and the key contact between OptiNet and Clients.
Requirements
Performance Objectives (PO)
PO 1: Design, define and implement Planning and Service Delivery Strategy, Model and Framework
Oversee the strategic management of Service Delivery framework and model
Design and align Service Delivery strategy to overall OptiNet strategy
Direct and resource the Service Delivery operation to meet budget and other financial goals, directing short-term and long-range planning
Incorporate input from client strategies into OptiNet s products and services offerings
Communicate and cascade the Service Delivery operational objectives within the OptiNet organization
Establish performance goals, allocate resources, and assess / update / improve the processes and policies of Service Delivery
Identify potential risks and mitigation strategies in Service Delivery
Establishes governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately, and the resources are used responsibly in-Service Delivery
PO 2: Operating Model Design and Optimization
Implement and maintain IT best practices within the Service Delivery environment
Identify opportunities for improvements within Service Delivery
Design and implement the Service Delivery framework and operational enhancements
Create consistent operating models across Service Delivery to facilitate rapid growth, capacity, and demand planning
Identify critical service and efficiency points to support and enhance Service Delivery capabilities
Establish, implement and optimize the operating model of Service Delivery
Design, implement and enforce operational management policies and procedures to ensure they are aligned with business processes, tactical planning & strategic vision
Ensure compliance with operating policies and procedures to support the operations work flow and deals with non-compliance
Measure effectiveness and efficiency of operational processes both internally and externally and finds ways to improve processes
Monitor that Service Delivery activities comply with organizational requirements for quality management, legal stipulations, and general duty of care
Update, amend and devise changes to the operating model as the business grows and develops
Review, evaluate, and revise automated systems to support current business practices and service delivery.
PO 3: Service Delivery and Planning Operational Oversight and Management
Evaluate new technologies and remain abreast of current market trends
Evaluate new technologies and manage their introduction to the business ensuring that proper technical tools and IT services are available for the Service Delivery and Planning environment
Provide leadership direction, frameworks, and technology roadmaps to meet business strategic needs including the following Service Delivery and Planning Areas:
The Portfolio Management Office driving project methodologies, related processes, and successful delivery of projects. - Ensure the successful implementation of the PMO s strategy, responsibilities, services and deliverables in line with the overall OptiNet strategy
ITIL Service Management - Implementation and maintenance of all ITIL related processes (Change Management, Incident Management, Problem Management, and Root Cause Analysis).
Service Delivery Management - Set and enforce service delivery standard to align to and meet customer expectations
Global Desktop Support - Conduct high level planning and analysis to set standards and requirements to support the Desktop Support environments mandate
Global Service Desk - Oversee the high-level establishment of a 24x7 and 365 Customer Service Centre (Network Operations Centre and Service Desk). Set targets, service standards and metrics of measurement of success and manage deviations. Review service issue points and review innovative approaches to support service
PO 4: Financial and Budget Management
Responsible for budget compilation to prepare and present annual budgets to executive team
Analyze monthly financial performance, variances in conjunction with the head of finance
Propose optimization plans for growth and sustainability
Analyze and monitor the effect of budget or policy changes on business unit productivity
Develop and maintain a financial model to assist management in justifying investment initiatives
PO 5: Vendor management
Responsible for the contract management and Vendor engagement and negotiation function to support business growth and development
Manages contracts and vendor relationships to ensure that they are completely leveraged from a business perspective
PO 6: Client Engagement and Business Development
Establish regular engagements with all Clients at multiple levels Executive, Service Delivery, Architecture Forum and Project Governance.
Ensure OptiNet delivers services according to Client expectations and meets contractual obligations by designing and enforcing service delivery standards
Foster positive relationships with OptiNet Clients as their primary point of contact and identification of Business opportunities
Address customer issues and escalations with speed and efficiency and ensure escalation approaches are complied with across all aspects of the Service Delivery process
Review Service Levels and metrics monthly including value added services (service Improvements) and implement remedial action should levels not be in line with requirements
PO 7: Reporting and Metrics
Development and implementation of Service Delivery and Planning tracking and reporting systems to monitor progress of strategic plan implementation.
Establish and monitor performance reporting systems and monitor Service Delivery performance against performance goals to ensure that progress is being made
Continuous monitoring of performance against agreed SLA s, identify and improve gaps
PO 8: People Management
Design deliverables and targets through analysis of the business operational plans for employees in technical Services
Resource the Service Delivery function with the right talent and skills across all levels
Provide coaching and feedback to employees on how to improve and sustain their performance and foster a culture of development and continuous learning
Assess capability in Service Delivery and maintain a drive of continuous certification and technology relevance
Lead the area by managing talent related processes
Lead the area in such a manner as to foster innovation and technological excellence.
Qualifications, Knowledge, and Experience
Relevant IT Degree/Diploma (Mandatory, 10 years experience in IT Leadership roles/positions)
ITIL Certification (Mandatory, 5-10 years experience in managing projects)
Project Management Certification (Mandatory, 5-10 years experience in IT Service Delivery Management)
Leadership/Management Certification (advantageous, 5 years experience engaging at an executive level)
Competencies
Behavioural Competencies Essential
Developing Strategies
Making Decisions
Articulating Information
Providing Insights
Establishing Rapport
Directing People
Interacting with People
Convincing People
Technical Competencies
Resource Management
Effectively manage multiple, competing, high-priority projects with varying deadlines
Budget Management
Contract or vendor management
Commercial management
Strategic planning and execution
Reporting
Financial analysis
ITIL Framework implementation
Project Management Principles and Methodologies
Agile methodologies, innovative process design and automation
Desirable
Embracing Change
Empowering Individuals
Understanding People
Challenging Ideas
Exploring Possibilities
Developing Expertise
Interpreting Data
Adopting Practical Approaches
Seizing Opportunities
Examining Information
Generating Ideas
Upholding Standards
Benefits
Perks
We value our employees at Dimension Data and have designed our business benefits to help promote employee satisfaction and overall wellbeing in the workplace. The wellbeing of our employees is important to us and thats why we offer a range of lifestyle and wellbeing benefits which includes flexibility in the workplace, wellness activities and initiatives, an Employee Assistance Programme and other great lifestyle benefits to keep you engaged and help you thrive at Dimension Data.
Performance Objectives (PO) PO 1: Design, define and implement Planning and Service Delivery Strategy, Model and Framework Oversee the strategic management of Service Delivery framework and model Design and align Service Delivery strategy to overall OptiNet strategy Direct and resource the Service Delivery operation to meet budget and other financial goals, directing short-term and long-range planning Incorporate input from client strategies into OptiNet s products and services offerings Communicate and cascade the Service Delivery operational objectives within the OptiNet organization Establish performance goals, allocate resources, and assess / update / improve the processes and policies of Service Delivery Identify potential risks and mitigation strategies in Service Delivery Establishes governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately, and the resources are used responsibly in-Service Delivery PO 2: Operating Model Design and Optimization Implement and maintain IT best practices within the Service Delivery environment Identify opportunities for improvements within Service Delivery Design and implement the Service Delivery framework and operational enhancements Create consistent operating models across Service Delivery to facilitate rapid growth, capacity, and demand planning Identify critical service and efficiency points to support and enhance Service Delivery capabilities Establish, implement and optimize the operating model of Service Delivery Design, implement and enforce operational management policies and procedures to ensure they are aligned with business processes, tactical planning & strategic vision Ensure compliance with operating policies and procedures to support the operations work flow and deals with non-compliance Measure effectiveness and efficiency of operational processes both internally and externally and finds ways to improve processes Monitor that Service Delivery activities comply with organizational requirements for quality management, legal stipulations, and general duty of care Update, amend and devise changes to the operating model as the business grows and develops Review, evaluate, and revise automated systems to support current business practices and service delivery. PO 3: Service Delivery and Planning Operational Oversight and Management Evaluate new technologies and remain abreast of current market trends Evaluate new technologies and manage their introduction to the business ensuring that proper technical tools and IT services are available for the Service Delivery and Planning environment Provide leadership direction, frameworks, and technology roadmaps to meet business strategic needs including the following Service Delivery and Planning Areas: The Portfolio Management Office driving project methodologies, related processes, and successful delivery of projects. - Ensure the successful implementation of the PMO s strategy, responsibilities, services and deliverables in line with the overall OptiNet strategy ITIL Service Management - Implementation and maintenance of all ITIL related processes (Change Management, Incident Management, Problem Management, and Root Cause Analysis). Service Delivery Management - Set and enforce service delivery standard to align to and meet customer expectations Global Desktop Support - Conduct high level planning and analysis to set standards and requirements to support the Desktop Support environments mandate Global Service Desk - Oversee the high-level establishment of a 24x7 and 365 Customer Service Centre (Network Operations Centre and Service Desk). Set targets, service standards and metrics of measurement of success and manage deviations. Review service issue points and review innovative approaches to support service PO 4: Financial and Budget Management Responsible for budget compilation to prepare and present annual budgets to executive team Analyze monthly financial performance, variances in conjunction with the head of finance Propose optimization plans for growth and sustainability Analyze and monitor the effect of budget or policy changes on business unit productivity Develop and maintain a financial model to assist management in justifying investment initiatives PO 5: Vendor management Responsible for the contract management and Vendor engagement and negotiation function to support business growth and development Manages contracts and vendor relationships to ensure that they are completely leveraged from a business perspective PO 6: Client Engagement and Business Development Establish regular engagements with all Clients at multiple levels Executive, Service Delivery, Architecture Forum and Project Governance. Ensure OptiNet delivers services according to Client expectations and meets contractual obligations by designing and enforcing service delivery standards Foster positive relationships with OptiNet Clients as their primary point of contact and identification of Business opportunities Address customer issues and escalations with speed and efficiency and ensure escalation approaches are complied with across all aspects of the Service Delivery process Review Service Levels and metrics monthly including value added services (service Improvements) and implement remedial action should levels not be in line with requirements PO 7: Reporting and Metrics Development and implementation of Service Delivery and Planning tracking and reporting systems to monitor progress of strategic plan implementation. Establish and monitor performance reporting systems and monitor Service Delivery performance against performance goals to ensure that progress is being made Continuous monitoring of performance against agreed SLA s, identify and improve gaps PO 8: People Management Design deliverables and targets through analysis of the business operational plans for employees in technical Services Resource the Service Delivery function with the right talent and skills across all levels Provide coaching and feedback to employees on how to improve and sustain their performance and foster a culture of development and continuous learning Assess capability in Service Delivery and maintain a drive of continuous certification and technology relevance Lead the area by managing talent related processes Lead the area in such a manner as to foster innovation and technological excellence. Qualifications, Knowledge, and Experience Relevant IT Degree/Diploma (Mandatory, 10 years experience in IT Leadership roles/positions) ITIL Certification (Mandatory, 5-10 years experience in managing projects) Project Management Certification (Mandatory, 5-10 years experience in IT Service Delivery Management) Leadership/Management Certification (advantageous, 5 years experience engaging at an executive level) Competencies Behavioural Competencies Essential Developing Strategies Making Decisions Articulating Information Providing Insights Establishing Rapport Directing People Interacting with People Convincing People Technical Competencies Resource Management Effectively manage multiple, competing, high-priority projects with varying deadlines Budget Management Contract or vendor management Commercial management Strategic planning and execution Reporting Financial analysis ITIL Framework implementation Project Management Principles and Methodologies Agile methodologies, innovative process design and automation Desirable Embracing Change Empowering Individuals Understanding People Challenging Ideas Exploring Possibilities Developing Expertise Interpreting Data Adopting Practical Approaches Seizing Opportunities Examining Information Generating Ideas Upholding Standards
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