Service Delivery Manager

Job Overview:

The role of a service delivery manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users. 

One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

A full-time role, the service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager jobs, which embrace both administrative and technical roles, are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.

Responsibilities

Service Management

  • 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

Performance and Quality Management

  • 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 two 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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