Assistant Service Delivery Manager

Job Description

An Assistant Service Delivery Manager (ASDM) is responsible for making sure that services are being seamlessly delivered to our clients. You are in charge of a variety of tasks, such as training and mentoring team members, implementing processes and procedures needed to ensure operational excellence, rectifying reliability issues, monitoring progress, tracking KPIs, driving measurable improvements in customer satisfaction and operational efficiency, and managing budgets.

An ASDM plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. You are expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. Embracing both administrative and technical roles, you will provide superb leadership and interpersonal skills to the teams, motivate, advise and steer their collective efforts to achieve departmental as well as company-wide objectives.

Your area of responsibilities will encompass duties that are essential in delivering the following services to our clients:

• Remote Monitoring Services
• Infra Maintenance Services
• Service Desk Services
• Managed Security Services
• Managed Cloud Services

Your job duties will include but are not limited to:

Service Management

• Monitoring and managing all our clients that subscribe to our Managed Services, IT services desk, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Assisting with scoping and level of effort estimates for new service agreements.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews with root cause analysis. This may include periodic after-hours work.
• Ensuring that systems, procedures, and methodologies are in place to support new and outstanding service delivery.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization.
• Meeting with customers on a regular basis and addressing any service concerns. This may include on-site meetings with customers as well as providing tours of the managed services facilities.
• Developing reporting to show the realized value of Managed Services, striving for objection-free renewals and expansion of services within our customer base.

Performance and Quality Management

• Recommending methods of improvement and ensuring that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management and customers on performance of the service delivery.
• Building, implementing and maintaining a proper set of documentation and procedures for internal operational controls and ensuring compliance with processes and procedures required for enterprise-class service operations (e.g., customer passwords, onboarding checklist, contractual standing orders, internal policies/guidelines such as Information Security Policies/Guidelines, etc.).
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring for key staff members to ensure that the team has the appropriate skill sets and certifications.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Technical Perception

• Supervising the teams to facilitate continual improvements in the provisioning of our Managed Services.
• Coordinating technical tasks and projects for the service deliveries. This includes onboarding new customers, implementing new tools, or launching new service offerings.
• Collaborating with technical design teams to set standards for software, hardware, and security aspects.
• Enabling high-level performance benchmarks for monitoring services.