• At least 3-5 years’ experience managing a services desk within the IT sector.
• Bachelor’s degree in Computer Science, Software Engineering, or a similar field (advantageous).
• Previous software development skills are advantageous.
• Demonstrated leadership skills.
• Detailed knowledge of the SLDC and management of software projects.
• Good written and verbal communication skills.
• Strong attention to detail.
• ITIL Foundation (advantageous).

Job Responsibilities

Operational Management:

• Upholding rigorous performance standards across service-related procedures while identifying and instituting requisite enhancements.
• Assuming responsibility for critical incident management, liaising with responsible parties for resolution, and fostering streamlined communication among stakeholders for post-incident analysis.
• Instituting systems, protocols, and methodologies conducive to exemplary service delivery.
• Cultivating a nuanced comprehension of project specifications to better delineate the parameters of service execution.
• Being accountable for achieving service delivery benchmarks, fulfilling client expectations, and stimulating future demand.
• Conducting thorough analyses of both third-party and internal workflows to devise strategies for optimising service delivery.

Technical Oversight:

• Directing desktop management teams to perpetuate continuous advancements in desktop ecosystems.
• Partnering with technical architecture teams to establish organisational benchmarks for software, hardware, and cybersecurity.
• Ensuring timely and effective application of anti-virus updates and security patches.
• Benchmarking peak performance criteria for endpoint devices, including personal computers, laptops, and mobile devices.

Meeting Support:

• Facilitating technology support for corporate conferencing systems and ensuring the availability of essential meeting resources, such as multimedia presentation software and audio-visual equipment.
• Administering on-call rotations and escalation protocols for team members to address off-hours service inquiries, incidents, and change requests.
• Exercising proactive diligence in identifying and addressing errors, issues, or operational setbacks, and ensuring prompt corrective actions.

Team Management:

• Initiating and presiding over troubleshooting forums with team members to expedite first-line solutions prior to escalating incidents.
• Prioritising tasks that are non-delegable and warrant direct intervention, thereby precluding further escalations.
• Ensuring the formulation and execution of individual development plans for team members.
• Conducting root-cause analyses of prevalent issues and steering the team towards implementing sustainable solutions.
• Championing process simplification and automation initiatives to enable the team to focus on rewarding tasks.
• Regularly auditing internal workflows to pinpoint areas that could benefit from improvement, thereby enhancing overall productivity and team morale.

• Soliciting input from stakeholders, conducting customer and competitor analyses, reviewing organisational performance, and proposing strategic initiatives.
• Employing analytical tools, such as SWOT analyses, to evaluate gathered inputs.
• Revising potential action plans based on stakeholder feedback and finalising the organisational strategy.
• Allocating the necessary infrastructure, resources, and timelines for successful strategy implementation.
• Ensuring seamless integration of long-term strategic plans with daily operations.
• Overseeing the deployment and continuous refinement of the strategic plan as needed.

Living the Spirit

The responsibilities of a Service Delivery Manager go far beyond the tasks listed above. Living and applying our core company values in your day-to-day work is key to the success of both Global Support and BET Software as a whole. Below, we’ve outlined how you’ll bring our values to life in this role:

At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest.

Please note that only candidates who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly find your application to be unsuccessful.