IT Delivery Manager at Tezza Business Solutions Ltd

A service delivery manager is in charge of ensuring that services are delivered to the clients of a business in an efficient manner. They are in charge of a number of activities, including project team leadership, quality issues resolution, progress monitoring, tracking KPIs, and managing budgets. A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Duties, Responsibilities & Key Performance Indicators

• Ensure engagement at least 3 times a week with the client’s Project Management office.
• Track the current capacity strength of the TAAS team and measure them against all Q1 and Q2 activity to determine if to increase the resource capacity.
• The DM is responsible for driving change request initiatives.
• Track overall output of the testing team in alignment to the KPIs agreed upon by the client.
• Work with HR Business Partner to assist the onboarding process (going forward) of all new resources for the client including the following: Building Access, System Access, VPN Access, Voice and Data Access
• Work with HR Business Partner to ensure that all resources are at their designated workstation during work hours.
• Manage change request orders from end to end.
• Communicate resource needs to Tezza HR.
• Process optimization.
• Monitor resource allocation to spot gaps and track output with KPIs.
• Monitor relationship with the PMO and sensitize them to keep to the outlined Work In-Take Process.
• Ensure PMO adheres to proper escalation pathway.
• Monitor resource allocation tool and pipeline.
• Serve new intakes a testing policy to agree to and sign off.
• Maintain governance and documentation repository for IPs.
• Track 90-day game plan gap analysis and optimize reports for daily, weekly and monthly reports.

Stakeholder Communication

• Ensure weekly, monthly, quarterly, bi-annual and annual communication to the board and the client’s executives.
• Prepare and publish bi-weekly report trends to management.
• Plan, prepare and carry out presentations, seminars and sensitization sessions to drive stakeholder adoption.

Relationship & Human Resource Management

• Oversee human resources, including hiring, performance evaluation, training, and mentoring of resources.
• Fostering deep relationships with horizontal and vertical team (and stakeholders) to promote efficient departmental communication.

Service Management

• The Delivery Manager should ensure that he monitors and aligns all operational processes of the domains under him to the clients SLA.
• He ensures that all processes be reviewed, optimized and standardized by all key stakeholders.
• Developing a thorough grasp of projects in order to acquire insight into the extent of service delivery.
• Assuming responsibility for critical incidents, working with relevant stakeholders to resolve issues, and ensuring effective communication among them for post-incident monitoring.
• Analyzing internal and external procedures, and developing plans for optimizing service delivery Business

Transformation

• The Delivery Manager works with the TaaS Manager the drive strategy across the following pillars to enable business transformation.
• People: partaking in the interview process using domain knowledge of the client and professional requirements of the job to assess potential resources.
• Process: drive adoption and optimization of all processes for project execution across all domains under him.
• Platform: Drive automation using various tools after critical research of the clients needs while opening new opportunities for Tezza.

Reporting

• The DM should be able to oversee, coordinate and communicate the following reports to the client on a periodic basis.
• Trend Report
• Forecasting Report
• Weekly Report
• Insight Report
• Monthly Report
• Quarterly Report
• Risk Report
• Half-year and Annual Report

Academic & Professional Requirements

• BSc / BA in business administration, business analysis, project management, delivery management or related field
• Minimum of 5 years of senior -level leadership, capacity building and management
• Strong Project and people manager skills with a proven track record
• Expert level written and verbal communications skills.
• Exceptional relationship management and networking skills
• Certification in ITIL 4 is a plus.
• Impressive and practical understanding of risk management
• Solid resource planning and problem-solving skills
• Ability to work, management, assign and allocate resources.
• Familiarity of the Telco space is an added advantage.
• Strong stakeholder management and engagement skills.
• Ability to track tasks to completion.
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills
• Knowledge of Software Testing and the technology space end to end is an advantage.