Service Delivery Manager

Randstad Digital, is seeking a highly skilled Service Delivery Manager on Permanent basis to join our client team. We are looking for a candidate with extensive experience in managing service desk operations, team leadership and technical expertise in both Telecommunications and ICT.

This role holds responsibility for overseeing, managing and ensuring the delivery of support services, aiming to guarantee an outstanding customer experience for all our clients.

Responsibilities:

• Oversee the end-to-end Service Delivery process, ensuring high-quality and timely delivery of services to clients.
• Lead and oversee the Service Desk team, offering guidance, mentorship and support to guarantee smooth operations and outstanding customer service.
• Direct, manage and foster the growth of the Service Delivery Team and its members within a framework centred on accountability and exceptional customer service.
• Develop and implement strategies to optimise Service Delivery processes and enhance overall operational efficiency.
• Collaborate with cross-functional teams to address needs and resolve complex issues in a timely manner.
• Ensuring timely resolution and maintaining positive client relationships.
• Monitoring of Service costs and performance against budgets/targets
• Monitor team performance and ensure delivery is as per agreed KPI's/SLA's
• Monitor and analyse service performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
• Manage the ongoing training and development of the teams in line with the group's product strategy
• Provide regular reports and updates to senior management on Service Delivery performance, client satisfaction and team productivity.
• Demonstrated ability to work effectively under pressure, coupled with resource planning skills and a strong drive for continuous improvement.
• Possess robust interpersonal skills to effectively collaborate and communicate within a team environment.
• Stay abreast of industry trends, best practices and emerging technologies to drive continuous improvement and innovation in Service Delivery.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• Strong leadership skills and experience managing teams in a managerial capacity.
• Should have proven experience in managing Service desk / Contact centres operations within the Telecommunications industry
• Technical experience in both ICT and Telecommunications.
• Demonstrated expertise in ConnectWise service management tool.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and stakeholders.
• Strong problem-solving skills and the ability to make informed decisions under pressure.
• Exceptional organisational and time management abilities, with a keen attention to detail.
• Ability to thrive in a fast-paced and dynamic environment.

How to Apply:

If you meet the above qualifications and are ready to take on this exciting opportunity. Apply Now..otherwise call Daniel Philip on 0434508*** for confidential chat. Only suitable candidates will be contacted.