Service Desk Performance and Service Delivery Manager

Key Task Responsibilities:

• Monitor and analyze Service Desk performance metrics (e.g., first-call response, email response times, escalation rates).
• Ensure outsourced Service Desk provider meets contractual SLAs and KPIs.
• Identify and address service gaps through root cause analysis and improvement plans.
• Ensure alignment with ITIL processes (Incident, Problem, Change, and Request Management).

• Act as the primary liaison between VITRO and the outsourced Service Desk provider.
• Conduct regular performance reviews with the vendor, ensuring contractual obligations are met.
• Drive continuous service improvement (CSI) initiatives with the vendor to enhance efficiency and customer satisfaction.
• Ensure compliance with security, compliance, and operational risk standards.

• Acts as the primary contact for customers and liaise between the customer and the internal support teams.
• Build and maintain strong customer relationships to enhance trust, satisfaction, and retention by conducting regular service reviews to discuss performance, service improvements, and business needs.
• Provide customers with data-driven insights to help them make informed decisions about scaling their infrastructure.
• Acts as the Voice of the Customer (VoC) by ensuring that customer expectations, pain points, and feedback are integrated into service improvements.
• Ensure customers have a clear escalation path for service-related issues.
• Act as the escalation point when customers experience service disruptions or unmet expectations.
• Balance customer needs with organizational capabilities to set realistic service expectations.
• Ensure change management processes are followed to minimize service disruption.
• Identify and mitigate potential service risks before they impact customers.
• Provide monthly/quarterly service performance reports, including uptime, incidents, and SLA adherence.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field
• Minimum of 5 years’ experience in IT Service Management (ITSM), Service Desk Operations, or Customer Relationship Management

Technical Knowledge:

• Strong understanding of data center infrastructure, including networking
• Experience with ITIL frameworks and service management tools
• Familiarity with monitoring systems
• Knowledge of security protocols and disaster recovery planning

Soft Skills:

• Excellent problem-solving and decision-making abilities
• Strong presentation and communication skills
• Effective negotiation and customer relationship management
• Ability to manage multiple stakeholders and resolve conflicts efficiently

Certification / License:

• ITIL Foundation certification (required)