Service Delivery Manager at Layer3

Requirements

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
• Responsible in the development of service plans and policies and ensures that such plans and policies are followed in delivering IT services to clients.
• Ensuring the delivery of the highest level of operational service to clients by coordinating the activities of the service delivery team across all areas of services.
• Performs numerous duties and responsibilities, such as service management, change control, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.
• Responsible for performance and Quality Management by recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management/customers on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring