Service Delivery Manager

SUMMARY:
Position Overview:
Our client is seeking an experienced IT Operations and Service Delivery Manager to lead their team. This role combines technical expertise, customer service management, and operational efficiency. The ideal candidate will have a strong background in Microsoft technologies, excellent communication skills, and a passion for delivering exceptional service.
 
Responsibilities:

• Service Delivery:
  • Oversee end-to-end service delivery, ensuring timely and efficient resolution of incidents and requests.
  • Collaborate with cross-functional teams to optimize service processes.
  • Monitor SLAs and KPIs, making data-driven decisions to improve service quality.
• Technical Expertise:
  • Leverage your Microsoft technical background to guide the team in troubleshooting and resolving complex issues.
  • Stay updated on Microsoft products, services, and best practices.
• Customer Service Management:
  • Foster strong client relationships by understanding their needs and expectations.
  • Implement customer-centric strategies to enhance satisfaction and loyalty.
• Team Leadership:
  • Lead and motivate a team of IT professionals.
  • Provide coaching, mentorship, and performance feedback.
• Vendor Management:
  • Collaborate with vendors to ensure seamless service delivery.
  • Participate and drive contract negotiations and manage vendor relationships.
• Process Improvement:
  • Identify areas for efficiency gains and implement process enhancements.
  • Drive continuous improvement initiatives.

• Bachelor’s degree in IT, Computer Science, or related field. (Related technical qualifications, based on technical assessment outcome)
• Minimum of 5 to 8 years of experience in IT operations, with at least 3 years in a managerial role.
• Proficiency in Microsoft technologies (Windows Enterprise, Office 365, Azure, SQL etc.).
• Strong communication, leadership, and problem-solving skills.
• Clear examples of previous track record

POSITION INFO:
Position Overview:
Our client is seeking an experienced IT Operations and Service Delivery Manager to lead their team. This role combines technical expertise, customer service management, and operational efficiency. The ideal candidate will have a strong background in Microsoft technologies, excellent communication skills, and a passion for delivering exceptional service.

Responsibilities:

• Service Delivery:
  • Oversee end-to-end service delivery, ensuring timely and efficient resolution of incidents and requests.
  • Collaborate with cross-functional teams to optimize service processes.
  • Monitor SLAs and KPIs, making data-driven decisions to improve service quality.
• Technical Expertise:
  • Leverage your Microsoft technical background to guide the team in troubleshooting and resolving complex issues.
  • Stay updated on Microsoft products, services, and best practices.
• Customer Service Management:
  • Foster strong client relationships by understanding their needs and expectations.
  • Implement customer-centric strategies to enhance satisfaction and loyalty.
• Team Leadership:
  • Lead and motivate a team of IT professionals.
  • Provide coaching, mentorship, and performance feedback.
• Vendor Management:
  • Collaborate with vendors to ensure seamless service delivery.
  • Participate and drive contract negotiations and manage vendor relationships.
• Process Improvement:
  • Identify areas for efficiency gains and implement process enhancements.
  • Drive continuous improvement initiatives.

• Bachelor’s degree in IT, Computer Science, or related field. (Related technical qualifications, based on technical assessment outcome)
• Minimum of 5 to 8 years of experience in IT operations, with at least 3 years in a managerial role.
• Proficiency in Microsoft technologies (Windows Enterprise, Office 365, Azure, SQL etc.).
• Strong communication, leadership, and problem-solving skills.
• Clear examples of previous track record