IT SERVICE DELIVERY MANAGER

You will lead the Managed Services team. Will need to focus on maintaining good relationships with clients and improving the company's services to fulfill the client requirements. An SDM will have both technical and administrative roles where they help resolve technical problems and manage team performance.

An SDM is responsible for the planning, management, coordination, and financial control of a project. He/She has to ensure the project is completed on time and within budget and the project's objectives are met. SDMs oversee the overall flow of the project to ensure the desired result is achieved, different interests involved are satisfied, and the most efficient resources and methods are used.

KEY RESPONSIBILITIES

• Manage the overall activities of the whole Services support team, schedule the activities and staff rosters, provide instructions and reports to The Company on a regular basis, and highlight critical issues requiring The Company’s decision.
• Provide an overall control layer to the delivery of the Managed Service, ensuring that the ITIL-based processes and procedures are agreed & adhered to within the scope of the service. The SDM acts as the single point of contact for the service, allowing the Customer access to information and actions regarding service activities.
• Work with any external project teams engaged by The Company for any ad hoc projects to ensure operations continue to be smooth and process and systems documentation is updated if necessary.
• Own the service provision and provide a primary point of contact to the Customer for all service-related issues.
• Drive implementation and ongoing adherence to the ITIL processes, including customer service improvements.
• Manage service delivery to ensure the maintenance of a fully functional, reliable, and secure IT environment, and continuous service improvement within the defined scope.
• Ensure a coordinated approach is taken to the delivery of all services, including the management of interdependencies and risks.
• Ensure incidents, major or otherwise, are resolved according to agreed service levels and processes. Coordinate activities between the managed service team and third-party vendors in the resolution of such incidents.
• Perform management of change to the assigned live environments while maintaining the accuracy of associated systems documentation.
• Report on service delivery through the provision of monthly service review reports and incident reports as agreed.
• Provide advice and guidance on any matters relating to The Company IT environment.
• Maintain satisfaction with the service delivered to the user community and the business, including the management of complaints and acting as an escalation point when appropriate.
• Ensure shared process and procedure documentation is maintained, either in a service Operations Handbook or in Knowledge Base articles, with responsibility for completeness, accuracy, and timeliness.

JOB REQUIREMENTS

• Able to demonstrate the ability to undertake the above responsibilities.
• A passion for Service Improvement.
• Experienced Service Management professional.
• ITIL Qualified.
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
• Experience of managing 3rd parties and 3rd party delivered services.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines.
• Excellent leadership and people management skills.
• Excellent written and verbal communication skills.
• Willingness to support and mentor junior staff.
• Excellent customer-facing/customer service skills.
• Able to work under pressure and meet deadlines.
• Able to demonstrate a high degree of flexibility, including shift and out-of-hours working.
• Excellent organizational skills.
• Able to manage sensitive and sometimes confidential information.
• Self-motivated and able to take responsibility.
• Able to manage and prioritize tasks and time efficiently.
• Able to demonstrate initiative and a proactive approach to daily tasks.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related discipline from a recognized institution.
• Information Technology Infrastructure Library (ITIL) foundation certification.