Service Delivery Manager

- Fusion Global Business Solutions is an internationally experienced system house for all questions relating to digital enterprise management and IT service management.

- We offer technological and conceptual solutions for automation, Robotic Process Automation (RPA), service management, multi-cloud management and the digitalization of non-IT processes.

- Fusion has enjoyed more than 21 years of success and continues to grow consistently.

- This track record is the result of Fusion's singular focus on delivering the skills, professionalism, and integrity that produce successful outcomes for our customers.

- Fusion employs a multicultural team on three continents with vast experience in BMC Solutions.

- Our global service and support are delivered by our unique combination of onshore, near-shore, and offshore resources.

- Fusion delivers measured outcomes for our customers with AI-powered service management and operations.

- We are trusted advisers to more than 250 organizations across the globe, and we have delivered more than 4,000 projects with a 100% delivery success record.

- As the world's largest partner of BMC Software and a strategic partner of Automation Anywhere, we trust in the tools and solutions of these market-leading manufacturers.

Service Delivery Manager

- The Service Delivery Manager is responsible for the end-to-end delivery of the Managed Services Projects and will coordinate all Change Requests from requirements capture through delivery.

- Its a pivotal role and is core to stabilising and growing the services contract with the customer, building solid relationships in all levels within the operations and delivery group and creating an outstanding customer experience.

- The Service Delivery Manager will initiate a Service Improvement Plan and Roadmap for and with the customers.

Tasks:

- Delivery of all Service Levels and Reporting commitments as per the contract, so a thorough understanding of the contract is required.

- Developing all required delivery documentation and maintaining the Engagement Model (Managed Services runbook)

- Arrange and drive all meetings with the customer.

- Track resource utilisation allocated to the contract, against the defined deliverables to maintain contract margins forecast revenue

- Implement into daily operations best practice processes, methods & procedure around service governance, meetings and reporting

- Develop, in conjunction with the SME's, a Service Improvement Plan (SIP) to grow the account and regularly liaise with the Account Manager flagging opportunities

- Actively work to increase the scope of the contract by providing advice, recommendations and guidance and bringing in additional (product) SME where required.

- Closely work with the customer on improving the Customer Experience and Satisfaction.

- Arrange the Weekly Operations call, the Monthly or Quarterly Service Reviews with the customer

- Develop and maintain strong and effective relationships within Fusion to add value to customer delivery

Profile:

- A minimum of 5+ years' experience in an IT Service Delivery or Operations role management

- Experience of dealing with all levels within the customer business

- Management of 5+ Managed Service contracts

- Ready to work in Graveyard Shift

Skills:

- ITIL or equivalent qualification in Service Management

- Demonstrated ability of managed services operations and opportunities and understand the project management lifecycle