IT Service Delivery Manager

Summary of Role: To lead, manage, and drive the Operations/Projects for each of the Company’s Managed Services outsourcing client(s) assigned. Duties & Responsibilities: • Responsible for managing all aspects of day-to-day Service Delivery Support. • Work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service. • Ensure Incident Management processes are followed effectively (ie., SRT’s escalation and notification). • Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the Company’s Problem Management, ensuring the appropriate Company’s Business implement actions to prevent re-occurrences of the same issue. • Monitor and Manage Service delivery and Service Level Agreements ensuring that the Company’s obligations are issues escalated and prioritized. • Coordinate Change Management activities as required. • Identify, implement and drive service improvements to increase customer satisfaction. • Forecast resource demand to ensure the Company can plan and effectively deliver end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis. • Accountable for account service problems and prioritization of work requests for their monitoring specific customers. • Work with the Company’s Business to integrate new, enhanced and existing service offerings for the account. • Take a positive leadership role in both the Company’s and customer businesses by demonstrating the Company’s core values. • May supply input to the customer Annual Technology Plan. • Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business. • Work with the Company’s Tower to analyse the client requirements and provide technical inputs (Server, Network and Database) for better Service delivery. • Understand Technical setup of the Client and provide technical inputs to manage existing with continuous improvement/enhancement required. • Work with the Company Internal teams for delivering the services beyond BAU with additional revenue generated. Requirements • Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree. • At least 5 - 6 years of IT Outsourcing experience in the combination of the following fields: - Technical Infrastructure implementation, - Project management skillset, - A full and broad understanding of the IT Outsourcing Services and operation coordination skillset, - People management skillset