IT Service Delivery Manager

Responsibilities : Manage IT Services :

Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements.

Develop Standards :

Create and enforce service delivery standards and processes.

Incident Management :

Manage incidents to minimise downtime by supervising the remediation of IT Service problems.

Performance Monitoring :

Monitor and evaluate the performance indicators of IT Services. Track and report on the performance of IT services, addressing any deviations from standards.

Client Interaction :

Work closely with clients to understand and meet their needs.

Compliance :

Ensure all IT services comply with relevant laws, regulations, and company policies.

Budget Management :

Plan and manage budgets for IT services.

Vendor Management :

Maintain relationships with vendors and suppliers, negotiating contracts as needed.

Collaboration :

Coordinate with other IT managers and staff to ensure seamless service delivery.

Continuous Improvement :

Identify and implement opportunities for improving IT service delivery

Key Skills : Communication :

Clear and effective communication with clients, team members, and stakeholders.

Leadership :

Ability to lead and motivate a team, manage conflicts, and drive performance.

Problem-Solving :

Strong analytical skills to identify issues and develop effective solutions.

Project Management :

Expertise in planning, executing, and overseeing projects to ensure timely delivery.

Customer Service :

Focus on understanding and meeting client needs, ensuring high levels of satisfaction.

Technical Knowledge :

Understanding of IT infrastructure, systems, and emerging technologies.

Time Management :

Efficiently managing time and prioritizing tasks to meet deadlines.

Adaptability :

Ability to adapt to changing environments and handle unexpected challenges.

Attention to Detail :

Ensuring accuracy and thoroughness in all aspects of service delivery.

Compliance :

Develop and maintain documentation related to IT compliance, including policies, procedures, risk assessments, and incident response plans.

Ensure that documentation is up-to-date and readily accessible to relevant stakeholders, including auditors and regulatory agencies.

Coordinate with legal and compliance teams to interpret and apply regulatory requirements to IT practices and procedures.

Qualifications : Education :

Typically requires a Bachelor's degree in Computer Science, Information Technology, or a related field.

Certifications :

Preferred certifications include ITIL, PMP, or similar.

Experience in BPO industry is required

Experience :

Proven experience in IT service management, with strong project management skills.

Skills :

Excellent communication, problem-solving, and leadership skills. Knowledge of IT infrastructure and emerging technology trends