We are looking for the Service Delivery Manager
Key Responsibilities:
SLA and Contract Management: Monitoring service performance against defined KPIs and ensuring compliance with SLA obligations to prevent penalties.
Client Relationship Management: Serving as the main point of contact, managing client expectations, and conducting regular service review meetings.
Incident and Escalation Management: Leading resolution efforts for critical service incidents and resolving customer complaints efficiently.
Continuous Service Improvement (CSI): Identifying, proposing, and implementing improvements to service quality, processes, and efficiency.
Operational Oversight: Reviewing service reports, monitoring system stability, and managing vendor or team performance.
Financial and Resource Management: Overseeing service budgets, capacity planning, and ensuring adequate staffing to meet demand.
Key Skills:
Communication & Leadership: Effectively bridging gaps between technical teams and business stakeholders.
Technical Understanding: Familiarity with IT infrastructure, ITIL frameworks, or relevant industry technical standards.
Problem-Solving: Strong analytical skills for root cause analysis and implementing corrective actions.
Key Responsibilities:
SLA and Contract Management: Monitoring service performance against defined KPIs and ensuring compliance with SLA obligations to prevent penalties.
Client Relationship Management: Serving as the main point of contact, managing client expectations, and conducting regular service review meetings.
Incident and Escalation Management: Leading resolution efforts for critical service incidents and resolving customer complaints efficiently.
Continuous Service Improvement (CSI): Identifying, proposing, and implementing improvements to service quality, processes, and efficiency.
Operational Oversight: Reviewing service reports, monitoring system stability, and managing vendor or team performance.
Financial and Resource Management: Overseeing service budgets, capacity planning, and ensuring adequate staffing to meet demand.
Key Skills:
Communication & Leadership: Effectively bridging gaps between technical teams and business stakeholders.
Technical Understanding: Familiarity with IT infrastructure, ITIL frameworks, or relevant industry technical standards.
Problem-Solving: Strong analytical skills for root cause analysis and implementing corrective actions.