D assurance is a function intended to ensure that all standard Enterprise Services (ES) sold to clients and delivered from the Central Delivery Organisation (CDO) can be delivered whilst ensuring a reasonable profit for Dimension Data. The philosophy underlying delivery assurance is that maximizing client satisfaction will inevitably maximize the long-term profitability of an enterprise.

Delivery Assurance Managers in Dimension Data are delivery experts that have deep knowledge of our service offering and the interrelationship between different services. 

They work closely with colleagues from the managed services sales, bid management; service architects; and pre-sales and service delivery to design and align client solutions with service delivery.

Own the delivery assurance process

The Delivery Assurance Manager – CDO will own the delivery assurance for the CDO’s.  

They identify opportunities for optimal efficiency and drive continual improvements into the CDO’s.

The Delivery Assurance Manager – CDO contributes to and participates in all initiatives to drive service improvement to gain optimal efficiency.

Strategy

The Delivery Assurance Manager – CDO will recommend best practice for the planning, design, deployment and ongoing operations management and technical support for all deals with CDO delivery. They will work with the Service Design Architect – CDO to provide a framework and approach for the strategic and technical design and planning of services, including the production of statements of work.

Opportunity realisation

These individuals engage and work with sales and service architects to qualify opportunities and finalise the service design in line with client requirements. They assess the opportunity and determine whether the CDO will be able to deliver against the requirements and ensure that the opportunity is validated accordingly.

Contribute to bids  

These employees will work with service delivery teams to ensure that the right set of CDO delivery capabilities are included and articulated correctly during the bid process. They make sure that the bid teams consider all CDO services to be included and that the proposed cost models adequately cover all components.

When non-standard ES opportunities occur, the Delivery Assurance Manager – CDO will be required to sign-off all non-standard delivery element to be delivered from the CDO.

It is their responsibility to ensure that all CDO delivery commitments in ES contracts are achievable, including deliverables and services, and are in line with estimates provided.

Risks and reporting 

They compile, maintain and track a register of risks, assumptions, issues and queries relating to the technical and service solution for inclusion in the service solution design during the bid process. 

Develop statements of work

They work alongside the global and regional service architects in the development of standard statements of work for services delivered from the CDO and then to maintain and communicate these statements of work for us in different Dimension Data regions and divisions.

They ensure that all the CDO teams are briefed on their deliverables and they collate sign-offs from each team before the final delivery sign-off. 

They make sure that all costs are accounted for and included in the overall cost of the deal. 

Manage change requests 

After the submission of a proposal or response, the Delivery Assurance Manager – CDO is informed and consulted on any variations to the original submission that impact the CDO due to requests from the client and must sign off on all variations that impact CDO service delivery. All significant changes are logged, maintained and signed off in the Bid Negotiations Log. The Delivery Assurance Manager – CDO may also contribute to delivery workshops representing the CDO.

Manage stakeholder relationships 

The incumbent in this job will act as conduit between internal stakeholders in the CDO services and regional or local sales functions during the pre-sales phase. They work closely with colleagues from service architecture, regional and local sales, commercial management, bid management, and transition management and in the different lines of business. 

The Delivery Assurance Manager – CDO will also develop and maintain influential relationships in order to gather information and understand client needs.  By understanding the clients they are able to translate these needs into appropriate CDO service requests, whilst appropriately managing expectations. 

Act as delivery expert 

The Delivery Assurance Manager – CDO must have current and deep knowledge about the service delivery capabilities of the CDO’s as they act as an interface between CDO delivery and the rest of the organisation. They act as advisor for sales and service architects in the design of CDO delivery for ES deals.

Ensure client satisfaction 

The Delivery Assurance Manager – CDO will act as a bridge between the clients and the CDO. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.

Behavioural skills

As corporate citizens, they act as role models to the service team and display assertiveness, acting as an example when it comes to client satisfaction.

They must be able to cope well under high pressure situations and be resilient. It is imperative that they build effective working relationships with all stakeholders in the process and ensures Dimension Data remains competitive through the bid process.

They use their analytical ability to provide and improve delivery in line with client requirements. They demonstrate strategic thinking ability and display high levels of integriteliveryy.


Key Roles and Responsibilities

In this position you will be required to: 

•  Own the delivery assurance process for CDO’s.
•  Take responsibility for the initiation and management of services for strategic business change  within the CDO.
•  Act as delivery expert and advisor and provide inputs to sales and service architects when  required for large delivery opportunities requiring CDO services.
•  Understand regional and client expectations from the CDO and ensure that expectations are  articulated properly and that the delivery is viable.
•  Manage stakeholder relationships including senior colleagues, technical colleagues and clients.
•  Contribute to statements of work for large global delivery opportunities.
•  Review and assesses templates and models, including cost models, for delivery.
•  Manage change requests for changes to global and multination services contracts.
•  Contribute to bids by ensuring that all CDO services promised in the submission can be  delivered. 
•  Ensures client satisfaction. 

 IND123

Requirements: Education, Training and Experience

•  Tertiary qualification preferable
•  ITIL foundations certification

Personal Attributes and Skills Required

• At least 10 years' experience in services within a large scale (preferably multi- national) technology services environment across a range of services including IT outsourcing
  
• Extensive experience in managed services and service delivery environment including technical and service management exposure
• Knowledge and understanding of IT industry environment and business needs 
• Required to have a working knowledge of ITIL with preference to executing in the environment 
• Track record of effective workshop facilitation and interviewing skills 
  
• A broad understanding of the vast range of IT operations and Dimension Data service offerings 
  

Skills and knowledge

• A strong business and commercial orientation and with a supporting interest in technology
  
• Highly developed technical capability across a broad range services
  
• A working knowledge of ITIL functions
  
• Knowledgeable of the Dimension Data services offering
  
• Knowledgeable of the role of Service Management and Service Governance 
  
• Interpersonal skills with the ability to develop strong client relationships
  
• Strong presentation and communications skills presenting and comfortable with communicating solutions to clients at a business and technical level
  
• Strong professional documentation and writing skills
  
• Proven skills in persuasion and influencing management, staff, suppliers, clients and vendors

Attributes

• A strong quality orientation
  
• Ability to focus on detail with an understanding of how it impacts the holistic service
  
• Ability to engage with technical and management l colleagues at all levels
  
• Ability to work in high-pressure situations
  
• Ability to establish and manage performance metrics 
  
• Ability to manage urgent and complex tasks simultaneously 
  
• Prudent decision making 
  
• Sound negotiation skills
  
• A strong client service orientation
  

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