Service Delivery Manager I

Lead. Optimize. Deliver. iOCO Infrastructure Services Invites You to Explore Possibilities. Are you a strategic thinker with a passion for ensuring seamless service delivery? Do you thrive in a fast-paced environment where customer satisfaction and operational excellence go hand in hand? If so, we want YOU on our team! We arelooking for a Service Delivery Manager I, who you'll be at the heart of driving top-tier service experiences, optimizing processes, and ensuring smooth coordination between teams. What you'll do: - Excellent customer interaction. - Requires performing daily application availability checks - Engage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged. - Achievement of First Line Resolution (FLR) percentage - To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged - Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk - Ensure that calls are assigned to the next resolver groups within the specified timeframes - Working well with colleagues/team player / willing to assist - Ensure that all correspondence is adhered to, executed, or noted in the correct manner - Following instructions, including customer Working Instructions (WI) or management instructions - Have an in-depth knowledge of business products and value propositions Your expertise: - 10 years' experience in Network (LAN WAN), Server, end-user Compute, Security, Cloud solutions – Must be experienced in designing, deploying, and maintaining these environments. - Telephonic soft skills - English - Can converse and has the necessary email skills - Excellent Customer Interaction and communication - Highly technical understanding and experience in ITaaS products and services. - Identify and propose service improvement areas and plans for clients Qualifications required: - National Senior Certificate/ Matric/ N3/ Grade 12 - Pass typical recruitment checks (reference, criminal checks, etc.) Qualifications preferred/knowledge: - ITIL 4 - Business Analysis - IT degree/diploma - Technical Certifications in Fortinet, H3C, Microsoft Stack (Desktop, Server, AD, Collaboration, CoPilot, Azure), AWS, Linux, HPE, and Security products Other information applicable to the opportunity: - Permanent Position - Location: Midrand - Hybrid (3 Days Office, 2 Days WFH) - Work environment: Open plan at Waterfall Office Park and fully equipped Home Office - Physical demands: Sitting, Walking, Bending - Travel: Must have a vehicle and a valid driver's license to travel to work and back or a reliable transport system to be on time for work.

As a market leader in the tech space, we understand how challenging it can be to find the right talent in a competitive landscape. At iOCO Talent, we've got our finger on the pulse of the ICT industry, allowing us to navigate these challenges and deliver top-notch talent that keeps our business—and our clients—ahead of the game. In an evolving recruitment landscape like Africa's, finding top-tier candidates with specialized skills is increasingly...