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.