Service Delivery Manager - SAP ERP & Healthcare

FORMAL EDUCATION:

• Grade 12 (NQF 4)
• Bachelors degree in computer science, 3-Year-related qualification, or equivalent practical experience

EXPERIENCE:

• Minimum of 10 years of progressive ICT work experience, at least 2 years in an IT / Service Management role
• Proven experience in IT service delivery management, IT Operations, or professional services environment.
• A good understanding of SAP ERP & HealthCare (Industry Segments and Products)
• A good understanding of Core SAP modules and functional areas within HealthCare
• A good understanding of Clinical environments and medical health systems.
• A good understanding of IT technical solutions/landscape
• A good understanding and experience in Contracts Management
• A good understanding of Financial and Management Accounting

• ITIL 4 Foundation certification or higher
• ISO/IEC 20000, COBIT IT Governance and Compliance and or Project Management certificate will be an added advantage

• Determine, document, and agree requirements for new services and produce Service Level Requirements on assigned clients.
• Hold delivery teams / line of business accountable for delivering services satisfactorily as per the agreed service levels.
• Proactively escalate unresolved issues with relevant internal and external stakeholders
• Communicate proactively and clearly with the key stakeholders to ensure effective, timely understanding and reporting of relevant information.
• Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided to customers and other relevant stakeholders.
• Develop and maintain effective stakeholder relationships at all appropriate levels across the organisation.
• Foster and maintain strong relationships with clients, acting as a trusted advisor and point of contact.
• Communicate effectively to ensure the IT service team understands deliverables to, and expectations from the customers.
• Attend to client escalations in a timely and satisfactory manner.
• Proactively identify opportunities to upsell additional services or products to clients.
• Identify and drive technological improvements that enhance business outcomes of the assigned customers.
• Conduct client satisfaction survey and improvements resulting from CSAT surveys.
• Support and or lead the renewal of contracts for assigned customers.

• Consolidate and Review customer reports against agreed customers service levels for contracted IT services.
• Present periodic reports to clients as stated in the Service Level Agreements or as required.
• Communicate proactively and clearly with the key stakeholders to ensure effective, timely understanding and reporting of relevant information.
• Ensuring agreed transition processes and schedules are followed for successful introduction of new services or versions of existing services.
• Provide business review presentation including financial report as per business requirements.

• Ongoing review and alignment of service offerings with customer requirements.
• Facilitate deep dive discussions in service failures and highlight areas of improvements.
• Providing coaching, mentoring, support and guidance to service team.

• Ensure that assigned customers have valid contracts as part of transition process and that the contract documentation is stored in the appropriate content management portal.
• Contribute to contract discussions as required for new and additional services offered to customers.
• Ensuring that CPI and other contractual obligations stated in the contracts are fulfilled by the relevant service lines.
• Ensure that contracts are amended where additional services have been procured by the assigned customers.
• Facilitate submission and approval of RFQs for assigned customers.

• Plan and provide the annual budget input for the assigned customers to the overall budget.
• Maintain a consolidated view of costs and risks across lines of service including financial analysis in collaboration with service lines and finance managers.
• Assist with determining accurate cost of new business both on existing clients and new (bids)
• Manage and provide monthly budget forecast and actuals for allocated customers.
• Ensure that customers are billed accurately for services rendered.
• Follow-up and escalate to the relevant stakeholders on unpaid invoices and overdue accounts.

• Scan and audit environment to ensure conformance to processes and standards for assigned customer contracts.
• Ensure that all documents related to the assigned customers are stored in the agreed SharePoint Portal or relevant ECM portal.
• Participate in Governance, Risk and Compliance activities as required.
• Maintain an accurate risk and issue register for assigned customers.

• Maintain training records, skills, and certification for the resources assigned to their customers.
• Recommend training interventions for resources allocated to the assigned customer accounts to ensure adequate service delivery.
• Highlight service failures and concerns due to insufficiently skilled resources to the relevant service lines.

• Complete and execute on annual personal development plans.
• Participate in opportunities for knowledge sharing within Gijima.

KEY COMPETENCIES:

• Excellent communication and presentation skills, with the ability to interact effectively with clients, stakeholders, senior executives, and team members.
• Strong leadership abilities, including the ability to inspire and motivate teams to achieve service target goals.
• Exceptional problem-solving and decision-making skills, with the ability to prioritize tasks and manage multiple customer accounts simultaneously.
• Demonstrated ability to build and maintain strong client relationships and ensure client satisfaction.
• Business Development Skills and results oriented