Service Delivery Manager

Job Description

1. Manage Service Delivery:

• Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAB) and operational level agreements (OLAs).
• Monitor and manage desktop support, IT service desk, and VIP support functions to ensure optimal service.
• Monitor IT Specialist tickets to avoid breaches and ensure timely end-user support

1. Issue Resolution:

• Identify and rectify service delivery issues, including conducting root cause analysis.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.

1. Service Improvement:

• Develop and implement service improvement plans.
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.

1. Client Relationship Management:

• Manage client relationships and handle clients expectations.
• Develop and maintain excellent relationships with end-users and stakeholders.

1. Team Coordination:

• Coordinate and manage project teams and service providers.
• Ensure that the delivery team is adequately trained and resourced.

1. Reporting and Compliance:

• Prepare and present regular and accurate reports to stakeholders.
• Ensure compliance with health and safety regulations and service delivery standards.

1. Documentation / Readily available knowledge base

• Create, revise, and update technical and non-technical knowledge bases to facilitate easy remote support for end-users.

Skills and Qualifications:

• Strong leadership and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Experience in managing teams and understanding service delivery processes.
• Ability to develop and maintain client relationships.
• Knowledge of service management frameworks like ITIL.