Service Delivery Manager

The Service Delivery Manager is responsible for overseeing the delivery of services to users, ensuring high-quality service levels, and managing users relationships. This role involves coordinating internal teams, managing service delivery processes, and striving to exceed users expectations.

Key Responsibilities:

  • Oversee the day-to-day delivery of services to users, ensuring that service level agreements (SLAs) and performance metrics are met
  • Monitor service performance and take proactive measures to address any issues or service gaps
  • Coordinate with various departments to ensure seamless service delivery
  • Act as the primary point of contact for users regarding service delivery issues
  • Build and maintain strong relationships with users to understand their needs and expectations
  • Manage users feedback and resolve any concerns or complaints in a timely manner
  • Track and analyze service delivery performance metrics and KPIs
  • Prepare and present regular reports on service performance to senior management and users
  • Identify areas for improvement and implement changes to enhance service quality
  • Lead and mentor a team of service delivery professionals, providing guidance and support to ensure high performance
  • Coordinate training and development opportunities for team members
  • Manage resource allocation to meet service delivery requirements
  • Develop and implement processes and procedures to improve service delivery efficiency and effectiveness
  • Continuously review and refine service delivery processes to drive improvements and innovation
  • Oversee the delivery of specific projects related to service improvement or new service implementations
  • Ensure projects are completed on time, within scope, and on budget
  • Compliance and Risk Management:

Ensure compliance with company policies, industry regulations, and contractual obligations.

Identify and mitigate risks related to service delivery and client satisfaction.

Qualifications:

Education: Bachelor's degree in Information Technology, or a related field. Advanced degree or relevant certifications (e.g., ITIL, PMP, ITSM) are a plus.

Experience: Minimum of 5 years of experience in service delivery management or a related role. Experience in government is preferred.

Skills:

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Proficiency in service management and project management tools.

Ability to analyze data and generate actionable insights.

Strong problem-solving and decision-making abilities.

Knowledge:

Understanding of service delivery methodologies and best practices.

Familiarity with relevant industry standards and regulations.

Working Conditions:

Willing to work after working hours in in weekends

Application Process:

Interested candidates can share their resume detailing their qualifications and experience.

Preferably, notice period less than 30 days
تاريخ النشر: ٢٨ أغسطس ٢٠٢٤
الناشر: LinkedIn
تاريخ النشر: ٢٨ أغسطس ٢٠٢٤
الناشر: LinkedIn