IT Service Delivery Manager

The ideal candidate will excel in communication, problem-solving, and relationship management.

• Bachelor’s degree in IT, Business, or a related field (or equivalent experience).
• 5 years working relevant experience
• Proven experience in IT service delivery or customer success roles.
• Familiarity with IT service management frameworks (e.g., ITIL).
• Strong problem-solving and organizational skills.
• Excellent verbal and written communication skills.
• Customer-focused mindset with the ability to manage expectations effectively.
• Ability to coordinate across multiple teams without direct supervisory responsibility.

Preferred Qualifications:

• ITIL certification or similar training.
• Experience working in a managed IT services environment.
• Knowledge of common IT tools and platforms (e.g., ticketing systems, monitoring tools).

1. Customer Relationship Management:

• Serve as the primary point of contact for customers regarding IT service delivery.
• Build and maintain strong, trust-based relationships with customers.
• Ensure a thorough understanding of customer needs and align services accordingly.

1. Service Quality Assurance:

• Monitor the performance of IT services against agreed SLAs and KPIs.
• Address service delivery issues and escalate as needed to ensure timely resolution.
• Conduct regular reviews with customers to ensure satisfaction and identify areas for improvement.

1. Communication and Reporting:

• Provide clear, consistent updates to customers about service status, planned maintenance, and issue resolutions.
• Collaborate with the technical team to gather updates and translate technical details into customer-friendly communications.
• Deliver regular performance and service delivery reports to stakeholders.

1. Continuous Improvement:

• Gather and analyze customer feedback to identify opportunities for improving service delivery.
• Work closely with internal teams to recommend and implement improvements based on customer needs.

1. Issue Escalation and Coordination:

• Act as the escalation point for service delivery issues impacting customers.
• Coordinate with internal teams to ensure prompt resolution and minimal business disruption for customers.