1. Regional Services Manager
Dimension Data Job Framework
Position Description Document
Job Framework

2. Regional Services Manager
Page 2 of 3 e8692a30-54ad-4c60-a7a2-e03b2e786774-160315094525
Region: Global Division: Cloud Business Unit
Office Location: TBC Reporting to: VP, MCP Operations
Permanent /
Contract:
Perm anent Last Updated: 16 Sep 2014
Part time / Full
time:
Full tim e Job Profile: TBA
Key Contacts: External: Global clients, on occasion.
Outs ide CBU: Regional Cloud Ops m anagers, Regional Service
Delivery Managers, Regional GSC contacts, Regional PS contacts ,
Regional Managed Services Executives.
Ins ide CBU: NOC, Platform Operations, Activations team, Product
Trans ition team, CBU Executives.
High Level Job
Description
The Regional Services Manager has overall responsibility for the
Services relationship between Dimension Data CBU and a s pecific
Dim ension Data Regional Services team.
The foundation elements of thi s role are accountability for assuring
that CBU Services are delivered in accordance with Product
boundaries, and that CBU and Region each play their appropriate role
in operating the Products and s ervicing Dimension Data clients.
The Regional Services Manager will also m anage a team of Service
Delivery m anagers and Service Delivery co -ordinators who are
allocated to key CBU customers in each region.
Key roles and
responsibilities
 Build and m aintain a trusted advisor s tatus within the region’s
Managed Services team.
 Represent the Cloud operating m odel across Dimension Data.
 Build a s trong productive relationship with key Dimension Data
pers onnel in the region.
 Drive delivery teams (CBU and Region) to ensure compliance with
contracted obligations, including
 SLA’s /KPI’s for agreements within the product portfolio,
 Recurring contracted deliverables.
 Com pliance with Operating model.
 Analys e reports against SLA s / KPI s to identify areas of
im provement.
 Initiate and run, and report progress on, Regional Service
Im provement Plans to resolve delivery challenges in the region.
This can include
o Actions for improvement within CBU Ops
o Actions for improvement within Regional Ops
o Required improvements within the Product portfolio
 Prepare and lead regular Regional Delivery Meetings
 Report to the region on contracted deliverables (SLA s / KPI s)
during the reporting period.
 Maintain & m anage the Action Register tracking progress of
deliverables by Region/CBU in the Service Improvement plan.
 Lead a team of SDM s /SDC s to m anage their direct clients
effectively and to drive Continual Service Im provement.
 Act as a regional escalation point for regional business critical

3. Client Services Manager
Page 3 of 3 e8692a30-54ad-4c60-a7a2-e03b2e786774-160315094525
events , and communications on Major Incidents.
 Provide follow-up reporting after Major Incidents and assist in the
form alisation of Service credit request fulfilment.
 Proactively identify risks to delivery and implement appropriate
m itigation to reduce the likelihood of escalations and/or delivery
im pacts.
 Ens ure that the Client contract is current a nd reflects any change
to the s ervices contracted
 Adhere to all Dimension Data policies and operational procedures.
 Utilise the ITIL framework in all practices.
 Build knowledge of a variety of Products in the Cloud portfolio by
the appropriate use of DDU and other reference m aterials.
Requirements:
Education and
Training and
Experience
 Minim um 2 years prior experience m anaging the delivery of ICT
Managed Services Contracts is preferred.
 ITIL Foundation certification is required as a m inimum.
 Good knowledge of Cloud technologies and the competitive
m arketplace.
 Proven business expertise and extensive client s ervice experience.
 Extens ive experience in m anaging the client relationship wi th large
IT clients and/or Service Providers.
 Solid negotiation s kills.
 Contract management experience.
Personal Attributes
and Skills Required
 Client focussed.
 Res ults driven, goal-orientated attitude.
 Solid team player.
 Im m aculate communication and rapport building skills.
 Well-presented and comfortable in client facing and problem
s olving roles.
 An inquisitive m ind and a can ‐ do s pirit.
 Analytical approach to Problem Solving
 Focus ed on s ustaining organisational goals and objectives.
 High degree of s elf-motivation.
 Strong interpersonal s kills.
 Ability to work at a fas t pace.
 Reas onable technical understanding of Cloud technologies.
 Dem onstration of Dimension Data’s core values of Proactivity,
Team work, Professional Excellence, Partnership, Personal
Com mitment and Multi‐ Cultural Strength.
Career Progression  With the CBU being a growing business, this role will lead to
pos sible future opportunities should a track record of performance
be m aintained. It has links to m any business roles and could take
a s ideways or upwards m ove over time.