Service Delivery Manager

you’ll be responsible for turning around problems into solutions when it comes to own entire IT infra service delivery and end user support, drive quality and scalability in IKS IT infrastructure operations, to develop a service orientation, and enable IKS Health for hyper-growth. You will be a key partner to the infosec, network, server and helpdesk teams within IT and align with other business units as needed.

• Planning, project management and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvement.
• Development of enterprise standards and technology architecture and the IT operations governance process.
• IT Assets Management Lifecycle from procurement to scrapping.
• Conduct product and vendor evaluations ensuring best in class technologies and partners. Works closely with and manages strategic vendor partner relationships.
• Setup and run the governance with all stakeholders.
• Assures compliance with organization’s ISMS related policies, strategies, and processes.
• Leadership for delivery of / service operations and KPI compliance.
• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation management and communication.
• Principle contact for operational issues representing delivery of all services (all functions) to the customer
• Manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Identifies cross functional unit optimization opportunities and drives improvement effort.
• Responsible for the continuous development of teams : improving the performance of their underachievers or taking the appropriate corrective action.
• Responsible to ensure knowledge management is captured, documented and leveraged for improved performance.