Service Delivery Manager

Responsibilities:

• Manage and lead a team of deskside support engineer and data centre operator responsible for IT support services.
• Develop and implement service delivery strategies that align with organizational goals.
• Ensure that all infrastructure services are delivered in accordance with SLAs and best practices.
• Monitor service performance and prepare reports for management.
• Coordinate with other IT departments to ensure seamless service integration.
• Identify areas for improvement in service delivery processes and implement solutions.
• Maintain relationships with vendors and service providers.
• Oversee incident management and ensure timely resolution of issues.
• Conduct regular reviews of service delivery and implement improvements as necessary.
• Ensure compliance with relevant policies, standards, and regulations.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Relevant certifications (e.g., ITIL, PMP, or similar) are a plus.
• 5+ years of experience in IT service delivery or end user support management.
• Strong understanding of IT support services (e.g. deskside device support, meeting room support, VIP support, etc)
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Detail-oriented and proactive.
• Adaptable to changing business needs and priorities.
• Strong customer service orientation.