Overview
Service Delivery Executive; Hybrid Jobs in Johannesburg, South Africa at Sybrin
Position: Service Delivery Executive (Hybrid)
About Sybrin:
Sybrin is a leading IT software development company specialising in innovative solutions tailored to meet the evolving needs of businesses across various sectors. Our mission is to empower businesses with cutting-edge technology solutions that drive efficiency, enhance customer experiences, and facilitate growth.
At Sybrin we pride ourselves on delivering high-quality products and secure solutions, thanks in part to the combination of the ISO 9001 for Quality Management System and ISO/IEC 27001 for Information Security Management System certifications, and our commitment to data protection, demonstrated by our implementation of ISO/IEC 27701 Privacy Information Management System. As an employee of Sybrin, you will be expected to familiarise yourself with the contents of the Integrated Management System, as well as undergo periodic training to better understand your unique role in the security, quality, and privacy ecosystem within Sybrin, and uphold the principles in Sybrin’s Integrated Management System.
The Integrated Management is a significant business enabler and as such, ensuring our customers are receiving quality, secure service at every touchpoint within the organisation is critical.
Role Overview:
As the Service Delivery Executive at Sybrin, you will report to the Chief Operating Officer.
Your role will be pivotal in supporting the company’s growth and success by effectively standardizing and optimizing service delivery processes, ensuring continual improvements in the quality of service delivery and client satisfaction, whilst also maintaining and continually improving profitability in this space.
All Service Delivery Managers (SDMs) will report to you, either directly, in the absence of the respective Regional Manager / Director, or indirectly where the respective Regional Manager / Director is in place. All SDMs will be required to adhere to the process that you set, and to provide any information/data that you would require for analysis and reporting purposes.
Qualifications and Experience:
• Bachelor of Science degree in IT, Engineering, Business Administration, or a related field. A Master’s or Honours qualification would be an advantage. ITIL Service Delivery Manager Certification preferred.
• Proven track record of success in service delivery leadership roles, preferably within the IT software development industry.
• Strong leadership and management skills, with the ability to inspire, motivate, and empower teams to achieve goals and objectives.
• Excellent communication, negotiation, and stakeholder management skills, with the ability to build rapport and influence at all levels.
• Demonstrated experience in successful service delivery execution across different markets.
• Sound understanding of service delivery best practices, SLA contract requirements, and risks associated with non-compliance.
• Proficiency in service delivery software and tools like Microsoft Project, Jira, or Asana.
• Strong analytical and problem-solving abilities, with a strategic mindset and attention to detail.
• Should have a strong drive to establish root causes of issues and find lasting solutions.
• Good financial acumen to calculate gross and net profitability, etc
Reporting Line:
Chief Operating Officer
Key Responsibilities
:
Your
Key Responsibilities include, but are not necessarily limited to the following:
1)
Service Delivery Standardization
• Defining and embedding the Sybrin Service Delivery Framework and ensuring uniformity/standardization across all regions/territories under “One Sybrin”. This relates to all processes, procedures, ways of work, capacity planning, training, risk management, documentation, and reporting standards, including, but not limited to:
• Providing the tools/templates for Service Delivery Managers to effectively capture timesheets, manage incidents, and audit their level of service under SLAs, and make the data available to you the SDE for analysis and reporting purposes.
• Defining client engagement models – client feedback scoring, service calls, incident management & reporting, escalations, etc
• Embedding Quality Control by establishing and enforcing quality standards…
Title: Service Delivery Executive; Hybrid
Company: Sybrin
Location: Johannesburg, South Africa
Category: