Job Description

Job Title: Service Delivery Lead

Job Summary:

The Service Delivery Lead is responsible for overseeing the delivery of high-quality IT services to clients and ensuring that service level agreements (SLAs) are met. This role involves managing a team of service delivery professionals, coordinating with various departments, and continuously improving service processes to enhance customer satisfaction. The ideal candidate will have strong leadership skills, a deep understanding of IT service management, and a customer-centric approach.

Key Responsibilities:

• Service Delivery Management:
• Ensure the delivery of IT services in alignment with agreed SLAs and customer expectations.
• Monitor and report on service performance metrics and take corrective actions as needed.
• Develop and maintain strong relationships with clients to understand their needs and expectations.
• Team Leadership:
• Lead, mentor, and manage a team of service delivery professionals.
• Foster a collaborative and high-performance team environment.
• Conduct regular performance reviews and provide feedback and development opportunities for team members.
• Process Improvement:
• Identify areas for service improvement and implement effective solutions.
• Develop and maintain standard operating procedures and best practices for service delivery.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Client Management:
• Act as the primary point of contact for clients regarding service delivery issues and escalations.
• Conduct regular service review meetings with clients to discuss performance, issues, and improvement plans.
• Ensure high levels of customer satisfaction through proactive management and resolution of client issues.
• Coordination and Collaboration:
• Work closely with other departments such as IT operations, project management, and sales to ensure seamless service delivery.
• Coordinate with third-party vendors and partners to ensure the delivery of integrated services.
• Manage the implementation of new services and the transition of projects into the operational environment.
• Reporting and Documentation:
• Prepare and present regular service delivery reports to senior management and clients.
• Maintain accurate and up-to-date documentation of service delivery processes, policies, and client interactions.

Qualifications:

• Bachelor's degree in Information Technology, Diploma in Computer Science, or a related field.
• Strong understanding of ITIL or other IT service management frameworks.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage and resolve conflicts and escalate issues appropriately.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a dedication to delivering exceptional service.

Preferred Skills:

• ITIL certification, MCSE, Azure Administrator Associate or other relevant certifications (e.g., CCNA, PMP, Six Sigma).
• Experience in managing service delivery in a managed services or outsourcing environment.
• Proficiency with service management tools and software.
• Experience in budget management and resource planning.

Working Conditions:

• This role may require occasional travel to client sites.
• Availability to handle emergencies and provide support outside regular business hours may be required.

Job Type: Full-time

Pay: ?120,000.00 - ?144,000.00 per year

Schedule:

• Day shift

Experience:

• total work: 1 year (Required)

Work Location: In person

Application Deadline: 10/07/2024
Expected Start Date: 01/08/2024