Information Technology Service Delivery Manager at HSSL Systems Integrator

Role and Responsibilities:

Service Delivery Management:

• You will lead a team of technical support specialists. Provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
• Ensure effective incident, problem, and change management processes are in place.

Implement Best Practices

• You will research and implement best practices in help desk and IT support and ensure policies and procedures are followed. Drive continuous improvement initiatives to enhance the quality and efficiency of IT services.

Service Level Management:

• Define, negotiate, and manager SLAs with both internal and external vendors. Monitor and report on service performance metrics, identifying areas for improvement. You shall also ensure strict adherence to SLAs and take corrective actions when necessary.

Facilitate Meetings

• By managing and facilitating meetings, you will ensure that teams are improving performance, service, and product quality and use information gathered at these meetings to target areas that need improvement.

Review IT Service Catalog

• To ensure that listings are accurate, you will review IT service catalogs to add missing services or make recommendations for services that are not offered.

Team Leadership:

• Lead, mentor and develop the IT delivery team in a customer service excellence and continuous improvement culture.
• Manage team performance, conduct regular reviews, and provide feedback.

Project Management:

• Oversee IT service delivery projects, ensuring they are delivered on time, within scope, and within budget.
• Coordinate with project managers and other IT teams to ensure successful project execution.
• Manage resource allocation and prioritize tasks to meet project and service delivery goals.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 10 years of experience in IT service delivery or IT management, with at least 5 years in a leadership role.
• Strong knowledge of IT service management frameworks and best practices.
• Proven experience in managing IT service delivery teams and projects.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work collaboratively with cross-functional teams.
• Certification in ITIL or other IT service management frameworks is preferred.

Skills:

• Leadership: Strong leadership and team management skills.
• Service Orientation: Commitment to delivering high-quality IT services and customer satisfaction.
• Project Management: Expertise in managing IT projects and service delivery initiatives.
• Analytical Skills: Ability to analyze service performance data and identify areas for improvement.
• Communication: Effective verbal and written communication skills for interacting with stakeholders.
• Technical Proficiency: Understanding of IT infrastructure, applications, and service management tools.

Working Conditions:

• This position is typically based in an office environment.
• Occasional travel may be required to meet with stakeholders and attend industry events.