Service Delivery Manager and Administrator

Job Description

The Service Delivery Manager is responsible for the design, integrity, implementation, optimisation and monitoring of internal and client systems. This includes the management, maintenance and performance of systems & networks for internal and client systems. The position also provides technical assistance and is an escalation point for Help Desk and technical team members with systems and network requests.
The Service Delivery Administrator is responsible for managing the activities and responsibilities for the service delivery team. This includes providing technical advice as an escalation point for level 2/3 requests, ensuring service and support is provided to customers at agreed levels.
 

Required Skills:

Technical Knowledge and Skills:

• Knowledge of IT applications, processes, software, and equipment, including virtualisation, and storage.
• Knowledge of networking technologies including VLAN, LAG, VPN, network switching and traffic prioritisation technologies.
• Troubleshooting and problem solving skills in ICT, including servers, desktops and networks. 
• Ability to recognise trends and determine the root cause of problems through analysis and structured thought.
• Ability to install, configure and troubleshoot software packages including Microsoft packages and client facing line of business packages.

Industry Experience:

• Experience in a systems support role in an SME environment.
• Experience in the deployment of large scale applications and/or infrastructure.
• Experience with operating environments including current edition of Windows Server, virtualisation technologies (Hyper-V) and server technologies such as Exchange and Active Directory. 
• At least 5 years’ experience in a systems support role.

Communication Skills:

• Strong organisational, presentation, and customer service skills.
• Superior written and verbal skills (must be fluent in English) and the ability to communicate clearly and effectively over the phone.
• Strong written communication skills in documenting processes, procedures and system schemas.
• Good typing skills to ensure quick and accurate entry of service request details.

Leadership and Management Experience:

• Skilled in strategic planning with the ability to think ahead and plan over a 6-12 month time span for clients and internal Omnivision systems.
• A team focus, skilled in leading and mentoring people and getting team results through a strong customer orientation.
• Proven capability in leading technology teams in implementation and migration projects, including system upgrades from older technologies.