| 17 August 2016


A vacancy exist at Nashua Kopano in Woodmead for a Service Delivery Officer, reporting to the Service Delivery Manager.

Job purpose:

To oversee the delivery of technical services to the company’s clients. Establish policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.


• Matric.
• Sound Microsoft office knowledge.
• Copy tracking and billing software skills.
• Good communication skills and well-groomed.
• Min 5 years industry related experience.
• Network experience.

Duties and responsibilities

• Management
o Transition Management.
o Change Management.
o Service Level Management.
o Incident Management.
o Problem Management.
o Escalation Management.
o Fleet Management.
o IMACD Management.

• Service Delivery Management
o Ensure quality of service meets contractual requirements, legal obligations and company’s policies and procedures.
o Monitor, review and audit processes related to service delivery.
o Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.
o Provide an effective on-call response service, as appropriate, supplemented by appropriately qualified team members as required.
o Provide operational manual for each site.
o Ensures optimisation through technology and operational process optimisation.

• Processes and Procedures
o Establish or refine service delivery processes that is aligned to ITIL Standards.
o Establish uniform processes and procedures to ensure that each customer gets the same experience from the onset of contract.
o Log and manage change request with customer’s internal procedures and ensure application thereof.

• Resource Management
o General supervision over employees involved in the delivery process.
o Feedback on a particular work team or employee to be shared with managers and staff involved.
o Make sure that all service departments and employees are accountable for carrying out the required processes and tasks.

• Cost and Efficiency
o Ensure that the delivery processes are efficient and cost effective.
o Ensure that the processes are streamlined without adversely impacting the client / customer experience.
o Continuously redevelop internal systems in order to become more effective and efficient.
o Perform data analysis on all customers in order to become more profitable.
o Assist in automation of back-end processes and systems.
o Keep track of customer profitability to ensure customers remain profitable.
o Enhance customer environments by looking for opportunities to introduce new services.

• Customer Satisfaction
o Constantly assess customer feedback and make necessary improvements.
o Conduct service delivery evaluations with customers.
o Set customer satisfaction goals on various individual criteria as well as the total customer experience.
o Conduct additional research and take steps to correct deficiencies.
o Identify and analyze service delivery issues, to ensure that bottlenecks are eliminated.
o Provide value added reporting to all customers to outline areas of improvement.
o Customer fleet optimization.
o Ensure customer contract governance and escalations are applied as outlined in their contracts.

• Customer Improvement
o Activities tracker.
o Service improvement plan.
o Service development plan.
o Innovation plans.

• Working conditions
Will not be limited to standard working hours and will involve traveling to various sites.
Might involve evening and weekend work, working with challenging clients, and so forth.

If you are interested in this vacancy you can send your CV to at Human Resources
Should you not hear from us 2 weeks after submitting your CV please take it that your application has not been successful.