IT Service Delivery Manager

Job Title: IT Service Delivery Manager

Department: IT

Reports To: Chief Information Officer

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties and responsibilities include, but are not limited to:

1. Responsible for making sure that IT services are being seamlessly delivered to the organization.
2. Responsible for defining service level agreements (SLAs) across all business functions. 
3. Responsible for leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.
4. Ensure that all service and support functions remain responsive to customer needs. 
5. Manages Information Technology (IT) Helpdesk, Helpdesk personnel, and 3rd party solution to ensure optimal service.
6. Responsible for delivery of all services and ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
7. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
8. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
9. Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
10. Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
11. Personally manage, coach and train IT support team leading them to achieve a stronger knowledge of the business.
12. Coordinate training programs, assess plans for training programs, meet with facility representatives to ensure that proper training is scheduled, and oversee the development of training programs. 

QUALIFICATIONS:

• Knowledge of process improvement and project management methodologies.
• Solid understanding of risk-based decision making and risk management frameworks
• Strong analytical and decision making skills
• Excellent verbal, written, and diplomacy skills
• Effectively influences and guides others across various organizational structures using strong interpersonal skills
• Ability to prioritize and work on multiple projects under time constraints
• Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
• Strong orientation toward high standards for customer service

EDUCATION and/or EXPERIENCE:

Education and experience equivalent to:

• Bachelor's degree with at least 8 years of experience in the Information Technology with at least 5 years’ experience in Information Technology Service Delivery.
• Experience managing a Helpdesk
• Experience in dealing with third-party-provided services.
• Experience leading incident response activities and with implementing incident response processes and procedures
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Expertise in people management and leadership.
• Strong organizational skills.
• Capacity to train and guide team members.
• Ability to manage and prioritize tasks efficiently.
• Solid resource planning and problem-solving skills.

LANGUAGE SKILLS:

• Ability to read, write and understand spoken and written English.
• Ability to write routine reports and correspondence. 
• Ability to give verbal and written direction to assigned staff.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to reach with hands and arms, stand; walk; talk or hear; and use hands to finger, handle, feel or operate objects, tools, or controls. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl.

The employee must occasionally lift and/or move more than 50 pounds.