Service Delivery Liaison
Vacancy at a glance
Confirm details and submission instructions on the original advert.
Overview
Development, Implementation, and Monitoring of Service Delivery Metrics, Service Delivery Implementation, Alignment and Compliance of Service Delivery with Contracts, Fulfilment of Client Service Delivery Strategy, Client Engagement Administration, Data and Reporting, Service Request Escalation Management, Awareness of Industry, Business, and Client.
Requirements
- Bachelor's Degree/NQF level 7 BSc majoring in Computer Sciences, Informatics, Information Technology or any other IT related qualification
- 6 – 8 years’ in a service delivery environment within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services
Responsibilities
- Analyse trends and client developments, and communicate insights and opportunities to the Service Delivery Manager and other relevant stakeholders
- Implement, monitor, and review metrics pertaining to service delivery
- Report metrics to The Service Delivery Manager and relevant stakeholders
- Monitor overall performance of services and the achievement of agreed timelines
- Build, maintain, and analyse service reports to address any possible delays before they occur
- Distribute service reports weekly, or as needed, to relevant stakeholders and raise any potential issues
- Facilitate the achievement of objectives by implementing effective processes and systems through the use of technology
- Propose amendments to improve service delivery processes
- Implement processes with clients that ensure effective information flow and communication
- Liaise with the service delivery manager and with clients to ensure that service delivery is effective, efficient, on-time, and aligned to their needs
- Escalate service delivery incidents to the Service Delivery Manager as required
- Monitor, control, and support service delivery that is aligned with existing systems, operating documentation, methodologies, and procedures
- Ensure service delivery complies with policy and standard operating procedures
- Escalate service delivery that does not comply with systems, methodologies, standard operating procedures, or policies to the Service Delivery Manager
- Understand and diagnose the client landscapes and problems, and provide a consolidated view of the client environment
- Execute the client service delivery strategy based on client requirements
- Liaise between clients and internal teams to ensure expectations are met
- Ensure regular, timeous flow of information within team and also between other relevant teams, management, and clients
- Attend, participate, and present at meetings with clients including regular operations meetings and review meetings when required
- Ensure Service Level Agreement (SLA) administration and change management
- Coordination of contract deliverables and service levels, and proactively address deviations
- Ensure client surveys and remediation plans are collated and managed
- Compilation of operational and management reports
- Report on client engagements, expectations, and adherence to Service Level Agreements (SLA) requirements as per project or work plans
- Assist in automating reports
- Ensure the achievement of the SLA requirements at the regions weekly and monthly meetings
- Ensure that the service standards are adhered to and delivered consistently and in a standardised manner
- Liaise with project managers on day-to-day tasks to ensure effective delivery of projects and client satisfaction
- Escalate any delays in processes or documentation to Service Delivery Manager
- Ensure a comprehensive understanding of the company’s technologies, infrastructure, and ways of working
- Understand the trends, business factors, and requirements of clients
- Develop personal competence and capability to ensure that latest trends are applied in ways of interacting, advising, and understanding the technology industry
- Share information, knowledge, and expertise to the broader team to ensure a continuous learning culture in the technology function
Prepare for this opportunity
SpanSam guidance · Practical advice based on this listing, not additional employer requirements.
Match your background to the requirements
Compare the qualification named in the requirements with your completed studies. Use the exact qualification title and completion date in your CV. If your studies are still in progress, say so clearly. Check the source before assuming that a different qualification will be accepted.
Check the type and length of experience requested. Make relevant roles easy to find with consistent start and end dates, then explain your own responsibilities. Label internships, practical training and volunteering accurately so the recruiter can distinguish them from other employment.
Use the duties to tailor your CV
For Service Delivery Liaison, use the responsibilities above to decide which examples deserve space in your application. Choose a relevant task or project, explain what you personally did and describe the outcome. Use a measurable result where you have one, without inventing figures or sharing confidential information.
You do not need to repeat the whole advert in your CV. Help the reader connect your evidence to the advertised work. If you have not performed a duty before, describe relevant learning or transferable experience honestly rather than presenting it as a task you have already done.
Plan your submission
Check the original application page before preparing your final submission. If it uses a portal, review the required fields and file formats, complete each required step and look for a submission confirmation. Uploading a CV or creating a profile may be only part of the process.
Before applying, consider the advertised workplace and employment arrangement. Check any practical conditions that affect your availability with the employer rather than relying on another vacancy with a similar title.
About this listing: SpanSam is an opportunity discovery service and is not the hiring employer unless explicitly stated. Application decisions and source-listing changes are controlled by the employer or institution.