Service Delivery Manager

We are seeking an experienced Service Delivery Manager to join our team. As a Service Delivery Manager, you will play a crucial role in ensuring the seamless delivery of our IT services to clients and maintaining exceptional client satisfaction. You will collaborate closely with internal IT teams, manage escalations, oversee data center operations, and drive project administration. If you are a proactive leader with strong ITIL or Agile knowledge, excellent communication skills, and a proven track record in IT service management, we encourage you to apply.

Responsibilities:

Lead the coordination and management of IT service delivery for our clients, ensuring high levels of customer satisfaction and timely issue resolution.

Handle IT escalations efficiently and effectively, collaborating with cross-functional teams to deliver optimal solutions and prevent future issues.

Oversee data center operations, including the setup and dismantling of equipment, to ensure smooth and secure data center functioning.

Manage the administration and execution of various projects, from inception to completion, ensuring alignment with timelines and client expectations.

Maintain open lines of communication with high-level stakeholders, providing regular updates on service delivery status, project progress, and issue resolution.

Utilize strong ITIL or Agile knowledge to implement best practices for service delivery, process improvement, and incident management.

Foster a collaborative and productive work environment, promoting teamwork and knowledge sharing among IT teams and departments.

Monitor key performance indicators (KPIs) related to service delivery and implement corrective actions as needed to meet performance targets.

Prepare and present reports on service delivery metrics, project statuses, and other relevant information to senior management and clients.

Stay up-to-date with industry trends and technological advancements to identify opportunities for enhancing our service offerings.

Qualifications:

Experience (7 years) in IT service management, including handling escalations and coordinating with IT teams.

Proficiency in managing data center operations, including equipment setup and dismantling. (IS A PLUS).

Strong project management skills with a demonstrated ability to manage multiple projects simultaneously.

Exceptional interpersonal and communication skills, particularly in interactions with high-level stakeholders.

In-depth knowledge of ITIL or Agile methodologies and their practical implementation.

Advanced proficiency in English, both written and spoken.

Strong analytical and problem-solving skills, with a strategic mindset for continuous improvement.

Leadership qualities, able to inspire and guide teams toward achieving service excellence.