Service Delivery Manager

Job Description

The IT Service Delivery Manager role will serve as a single point of contact for all issues and requests related to the technology and digital services offered by the department.In this critical role, the service delivery manager is responsible for effectively managing business expectations, serving as a communication channel between clients and the digital and technology department, and, whenever possible, providing a first-contact resolution for clients.The service delivery manager is responsible for identifying and pursuing service improvement initiatives, managing complaints, escalations and suggestions on how to improve the overall service quality. In addition, to provide a professional leadership and operational management to the service desk team and implementing service standards based on the business requirements and best practices. Your role will also include:

• Lead, manage and direct the team to support all aspects of the IT service desk, taking operational responsibility for the team, develop their skills, both individually and as a team, and conduct appraisal and performance management of team members.
• Utilizing and responding to employees satisfaction report
• Utilizing and responding to digital and technology survey report
• Build strong relationship and engage with the stakeholders in order to improve the delivered services
• Ensure that all IT incident and service requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for the IT specialist team.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system(s).
• Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends. Provide Feedback to IT management about the system related issues faced by the business users to improve the performance.
• To compile reports on business service level agreement (SLA) targets, numbers and types of request, communicating findings and to respond to any further requests for data that are required for analysis.
• Participate in the development of a service level agreement and ongoing management of service level compliance.
• Manage the suppliers SLAs and ensure that they are in line with SLA targets.
• To ensure that excellent performance acknowledged and reasons for success are shared amongst the team to the benefit of all.

• Bachelor of Computer Science
• Information Technology Infrastructure Library, ITIL certified
• 8-10 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
• At least 5 years? experience in delivering IT Service Management (ITSM) and process management through a structured approach
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• Highly developed interpersonal skills with demonstrated ability to build relationships across various levels
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Experience of identifying and delivering service improvements, either directly or through others
• Strong service and problem solving skills
• Highly developed customer service ethic, coupled with a drive to deliver exceptional customer experience
• Demonstrated leadership experience

• Control objectives for information and related technologies, COBIT certified
• Project management, PMP/Prince 2 certified
• 5 years? experience in managing an ITIL service desk
• 2 years? experience in change management procedures
• Financial analysis skills
• An ability to think critically about systems and to make adjustments consistently as needed.

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