Manager, Team Empowerment
dimension data
Hong Kong, Hong Kong

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

The Service Level Manager ensures that Dimension Data delivers on contractual agreements with clients. They typically deal with a small number of large clients or can be assigned to specific client accounts on behalf of a region.

In some instances, they may be assigned to one or more large clients with a complex delivery environment.

The Service Level Manager is responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts.

Relationship Management

Implements stakeholder engagement / communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.

Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

Customer Service Support

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards.

Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.

Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of request able and supported services is complete and current.

Contract management

Negotiates and resolves contractual issues, including failure to meet contractual obligations. Promotes change control processes and leads variation negotiations when necessary.

Champions continuous improvement programmes, jointly developing strategies and incentives to enhance performance. Undertakes comprehensive financial evaluations.

Ensures non-discriminatory behaviour and legal compliance. Ensures that lessons learned from reviews are documented and promoted with all stakeholders.

Develops broad industry / category credentials as best practice’ champion.

Service level management

Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

Availability Management

Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.

Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and / or the procurement element of programmes / projects.

Negotiates variations and seeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.

Develops and implements change management protocols.

Supplier Management

Collects supplier performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence.

Validates that suppliers' performance is in accordance with contract terms. Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.

Implements supplier management-related service improvement initiatives and programmes.

Work Outputs

Track service performance

The responsibility of the Service Level Manager will be to track performance to contracted service definitions and service level agreements and to take corrective action where needed.

They also manage any service complaints / issues in the environment and work with the Vendor Management team to ensure the revision and development of underpinning contracts (UC’s) relevant to operational level agreements (OLA’s) and SLA’s.

Ensure client satisfaction

The Service Level Manager is accountable for ensuring that a culture of service management excellence is developed and maintained by the delivery team.

They achieve this by demonstrating strong leadership qualities that support a strategic development approach to client engagement and operational delivery.

They have a deep understanding of the client’s business needs and technology strategy and the associated Dimension Data delivery model.

They facilitate the delivery of the service by establishing the relationship with the client (and service organisation), agreeing the points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA.

They take accountability for operational escalations and lead the business through to a resolution that is satisfactory for the client and Dimension Data management.

Identify risks and implement solutions

They proactively identify risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and / or delivery impact to the client.

These individuals identify and implement delivery model improvements focused on optimisation that will be valuable to the client and Dimension Data.

They are on the pulse of what is happening in the client’s environment operationally and at the client satisfaction level and provide management and delivery teams with visibility of any priorities and risks.

Ensure quality service delivery

In terms of ensuring service delivery they will, in collaboration with the appropriate Service Desk employee ensure that the right employees, equipment and products are deployed and available and that the service delivered meets the quality requirements agreed with the client.

Contribute to the contract renewal process

The Service Level Manager contributes to and optimises the contract renewal process. They engage with the relevant internal stakeholders prior to the renewal date and plan the renewal strategy, agreeing roles and responsibilities for any non-

standard renewals. They represent the client’s needs within the renewal process and contribute to compliance with the Dimension Data Service Catalogue and associated governance structures.

They assist with the revision of transition and implementation plans to supervise suitability for the renewed contract. They ensure the accuracy of related databases holding client information and utilise ITIL framework in all practices and processes unless excluded by the contract / client.

Resolve escalated problems

Problems and issues that cannot be resolved by delivery staff are escalated to the Service Level Managers for their particular client base and they are expected to take ownership and drive resolution or further escalate these incidents.

The Service Level Manager also acts as point of escalation for the client. Service Level Managers set an example to their staff in terms of client focus and service orientation and they are expected to drive the client experience.

They produce and use reports necessary to facilitate the process and maintain expected levels of service.

Build effective stakeholder relationships

These individuals are able to build effective working relationships with internal stakeholders involved in the account or portfolio of accounts.

They initiate and run service improvement plans to resolve delivery challenges affecting assigned portfolios. They prepare for and chair the service review meetings, including the distribution of performance reports, meeting meetings and action registers.

They instigate improvements within the service improvement plan and work closely with the relevant vendors to ensure the implementation of the actions agreed, monitoring service performance.

They work closely with the Vendor management team to ensure that UC’s with vendors are reviewed and established in line with client operational and SLA requirements.

They are accountable for the accuracy and maintenance of client facing operating procedure manuals and ensure that these procedures deliver seamless service performance throughout all service delivery teams.

What would make you a good fit for this role?

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