Service Delivery Manager

Summary:

The Service Delivery Manager Role will ensure value delivery to our customers and internal stakeholders through high-quality customer delivery of IT Services to be a single point of contact for our valued clients. As a Service Delivery team member, you will be customer-centric and play a vital role in ensuring our customers achieve the best outcomes from their IT services.

Responsibilities:

• Managing day-to-day client relationships, serving as the first point of contact for management escalations and queries.
• Building and managing relationships between customers and internal delivery teams.
• Championing the customer's service and representing them in critical service governance forums.
• Providing expertise in IT service management best practices and maintaining a holistic view of Service Delivery across technology and organisational boundaries.
• Managing the account per SLAs and contracts.
• Identifying areas for service improvement and ensuring effective follow-through on recommended actions
• Ensure that all incident resolution and restoration of services are completed within agreed SLAs.
• Provide required reporting and follow-up actions completed within the agreed SLAs.
• Work closely with key stakeholders, including technical leads and external vendors, to prioritise work and issues.

Main Tasks:

• Demonstrate teamwork and excellent communication skills with peers, other teams, and senior management.
• Coordinating customer review meetings to discuss challenges and improvements for the customer.
• Respond promptly to Service tickets per standard SLA, ensuring customers have regular updates.
• Manage Service tickets that span multiple teams, so the customer always communicates with the Service Delivery Manager, regardless of the team assigned.
• Develop and manage incidents, problems, and change management best practices.
• Maintaining monthly status reporting and presenting to the customers

Qualifications:

• Experience in working across multiple customer environments simultaneously.
• 3 – 5 years experience in a Service Delivery Manager role
• Minimum ITIL®V3 or V4 Foundation certification
• Excellent problem-solving skills within escalations
• Excellent written and oral communication skills, with the ability to manage scope and expectations even in high-pressure situations.
• Demonstrated ability to proactively build relationships with key stakeholders, customers, peers, and colleagues