Overview
IT Service Delivery Manager Jobs in Cape Town at Teleperformance South Africa
Role: IT Service Delivery Manager
Location: Cape Town
Job Type: Permanent
Reporting line: Vice President of IT
Job Description
IT Service Delivery Manager
The IT Service Delivery Manager (IT SDM) works directly with the Teleperformance client base and owns the overall IT relationship between the client’s IT department and Teleperformance. In most cases these are Teleperformance’s largest and most complex clients. IT SDM is the main point of contact and advocate for the client and their IT initiatives inside Teleperformance.
Our IT SDMs are established and practiced client management professionals who are tasked to exceed customer expectations through increased communication, process and technology improvement, delivery of customised solutions, environment analysis, and solving complex problems. The IT SDM works directly with the IT Infrastructure teams and IT Executive Management to gain sponsorship for their initiatives, elimination of red tape, and exceeding client goals.
The IT SDMs possess a wide range of technical skills including an IT Project Management background (PMP/Scrum/Agile), technical background in IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment. Soft skills include account management expertise, communication, team work, collaboration, leadership, adaptability, and conflict resolution. IT SDMs interact with their customers in many ways including phone, chat, Teams, and face-to-face meetings when appropriate.
Key Responsibilities
Develop and maintain a strong relationship with assigned client(s).
Oversee all technical aspects of client(s) and their projects, including technology health.
Gain a thorough understanding of the client’s IT environment and initiatives.
Set deadlines, assign responsibilities, monitor, and summarize progress of project.
Prepare reports for upper management regarding status of client(s) and their project(s).
Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures.
Drive overall client satisfaction.
Rely on experience and judgment to plan and accomplish goals.
Lead and direct the work of others, requiring a wide degree of creativity and latitude.
Coordinate with the IT teams in order to provide timely delivery of projects/tasks as per client’s request. Projects may include such things as new initiatives, new locations to provide service from, new technologies, and environment upgrades.
Hold regularly scheduled meetings for project review, open items, and task review.
Be accessible, approachable, and responsive to client requests.
Perform other related duties and assignments as required
Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Ensure exceptions or infractions are escalated to management appropriately.
Participate and address production affecting outages specific to assigned client(s).
Evaluate client(s) projects and offer technical solutions to fill gaps and improve performance.
Assist with completing and updating technical documentation.
Assist in facilitating client(s) and internal audits of the client(s) technical requirements.
Work during primary client(s) hours of operation.
Occasional on-call or after-work hours may be required to serve the customer.
Travel as needed.
Qualifications
Bachelor’s degree or equivalent experience
3-5 years of project management experience
Demonstrated technical problem solving proficiency
Excellent customer service and communication skills, both verbal and written
The ability to multi-task and work under stress to meet deadlines
Detail oriented with strong organizational skills
Experience with managing timelines, resources, and tasks
Proficiency in Microsoft Office Applications
Presentation skills
Must be able to travel
Must be able to work Monday through Friday primarily between the hours of 9:00am to 5:00pm (GMT)
Must be flexible to accommodate after-hour projects and on-call work when needed
Must submit and pass background checks
Highly Desired:
IT Project Management background (PMP/Scrum/Agile)
Technical background in call center technologies including IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment
Digital transformation
Military background
Active passport
Job Types: Full-time, Permanent
Work Location: In person
Title: IT Service Delivery Manager
Company: Teleperformance South Africa
Location: Cape Town
