Ref: Sdm-1

Service delivery manager


Job description

Service delivery manager


Job Description

Key Responsibilities
  • People Management
  • Manage staff assigned/stationed at the customer sites

Service Delivery Management
  • Act as single point of contact for the quality of service and performance provisioned to the customers; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Maintain high level of customer satisfaction and work with relevant teams to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actions.
  • Own the ITSM - Incident Management (end to end ownership of tickets, especially major and critical ones), Problem Management, Change Management, Asset Management, Vendor Management, Master Service Agreement and Contract Management, Reporting cadence
  • Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews
  • Cross group collaboration
  • Work closely with Sales to a) deepen customer relationships with high level of customer satisfaction b) identify new opportunities
  • Work closely with all technical group/vendors and partners to support daily operations and project delivery

  • Degree or other equivalent
  • At least 5 years of IT Service Delivery Management experience
  • At least 3 years of user production support