Service Delivery Manager

Job Overview:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
 • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to client and the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments


Qualifications:

 • College graduate in Computer Science, Information Technology or other relevant fields
• At least 5 years of experience in a similar role
• Exceptional customer-facing skills
• Experience within an IT Service Management role conducting development of Information Technology processes, information flow, associated reports, and applications for defined service domain
• ITIL Foundations V3 Certification required
• Proficiency in leading both physical and virtual teams
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

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