redPanda Software

Responsible for the service delivery and relationship with client/s
SLA Management - reporting and monitoring
Weekly/monthly/quarterly SLA reviews and management reporting
Main escalation point – Take ownership of issue / problem and drive with internal and external teams to resolution.
Continues and timely client communication and setting realistic expectations with clients.
Reporting all client issues, problems, and feedback to the Head of Service Delivery
Responsible for continuous process improvement 
Documenting all processes using SOP’s
Conducting trend analysis using problem management reports 
Resourcing and capacity planning 
Ensure performance reports are set 
Set training and development plans for the team. 
Knowledge sharing

Service Delivery Manager

Logicalis

Single service interface and point of escalation for client
Identify and analyse contract delivery issues and convey to Contract Manager
Participate in audit compliance reviews and action appropriately
Understand the contract life cycle
SLA preparation and evaluation
Assist Contract Manger with the accuracy of contract billing
Manage audit readiness relative to contract requirements
Develop and maintain functional relationships between all Logicalis delivery units and external 
business partners
OLA (Operational Level Agreement) and UC (Underpinning Contract) negotiation, set-up and 
measurement
Facilitate problem resolution 
Guide and manage the troubleshooting and resolution of technical issues
Proactive management of customer estate/services
Management of changes to the environment
Manage escalation process
Management of ITIL process and procedures 
Own the development of Service Improvement Plans
Manage implementation of Service Improvement Plans (SIP)
Identify, manage and implement procedure improvement
Ensure projects are delivered
Project measurement and small project management
Audit delivery processes and procedures
Check time keeping and accuracy of billing to clients

Service Delivery Manager at Logicalis

Tech Lead
Weekly catchup sessions with the PCs
Ensure all process documents are updated
Assist PC with any escalations
WD PS Finance Review meeting
PC Allocation / Catchup meeting
PS Pipeline Review meeting
Updated the PC mailbox calendar
Finance queries
Monthly LSA PC Report


Project Coordinator
Co-ordinate project activities
Track delivery timescales
Booking, and managing the exact resources to be used to deliver the stage, whilst conforming to the overall project plan
Monitoring, and reporting on the overall progress against defined project scope
Attend project meetings, achieving common understanding and accurate outcomes
Co-ordinate tasks in teams
Accurate progress reporting into the bigger program

Project Coordinator / Tech Lead at Logicalis

Lead coordination on all incidents to drive issues to the quickest possible resolution
Collaborate with vendors and suppliers (i.e. service desk /3rd parties / customer resolver teams) for process and system for progression to resolution in the quickest possible time, without failing on quality. 
Consistent and clear communication with internal and external team throughout the life-cycle of the incident.
Acquire and maintain a strong understanding and knowledge of the customer and their processes.
Work closely with peer across the IT operation to provide a world class service to our clients.
Excellent ability to follow any given process and reference documentation.
Ability to document given procedures
Proactively avoid customer escalations through active management of all incidents and prevent escalations due to a lack of progress and/or updates.

Escalation management 
Escalate both internally and externally, when required, according to defined Escalation paths and processes.
Identify and highlight service risks and issues to appropriate management team

Trend reporting
Identify trends, patterns and issues during the course of daily incident management and provide management with the necessary reports.
Measure and analyse inbound call volumes and call types with the view of reducing call volumes through active management of issues  
Drive trends and issues towards resolution.
Attempt to provide solutions to trends/patterns of issues raised in order to maximize productivity.

E2E Incident Manager at Logicalis

Clarotech

Receipt of all new support requests, ensuring client is responded to and ticket is created with relevant administrative details
Assigning of tickets in a timeous manner
Timeous escalation of tickets where no engineers are available for assignment
Constant communication with client until ticket is assigned, follow-ups where required
Ensuring disaster notifications take place
Monitoring of stale or high time tickets and following up with engineers
Responsible for all support queues (shifteight, infrastructure, JHB, Cloud, Voice, DRSims) for the above points
Ensuring engineers are aware of after-hours duty and standby phone is always with an engineer
Time checking and changing time at month-end
Arranging site visits for engineers or 3rd party site visits
Bulk notification sent to clients on outages
False positive checks on monitoring alerts
Smokeping 1st level support

Support coordinator at Clarotech

Mambaven

Managing the diaries of project leads
Provide support to all project leads
Scheduling of project activities on a daily, weekly and monthly basis using combination of electronic (MS-Word) and paper based technology
Scheduling meetings (internally and externally) booking venues and ensuring appropriate audio-visual technology and other requirements were met.
Making travel arrangements for project leads
Attend project meetings between client and project lead
Compilation of interim project progress reports and meeting minutes
Providing administrative support to all clients on an on-going basis

Project manager

Experienced in making sure that services are being seamlessly delivered to clients of an organization. Demonstrated history of working in the Information Technology and Services Industry. Strong Information Technology professional skilled in ITIL, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Active Directory, Linux, Asterisk and Windows Server.

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