Service Delivery Manager at Barnksforte Group Limited

Key Responsibilities: 

• Lead and manage a team of service delivery officers, ensuring exceptional support across all technology operations products. 
• Act as a key point of contact for customers, providing superior service through proactive engagement and robust communication. 
• Oversee the full lifecycle of operational support, from customer onboarding to ongoing service delivery and escalation management. 
• Manage day-to-day operations for products that we fully support on behalf of our customers, ensuring seamless, efficient, and secure service delivery. 
• Identify and implement product and process improvements to drive revenue growth and enhance customer satisfaction. 
• Utilize strong project management skills to oversee operational projects, ensuring timely delivery and adherence to quality standards. 
• Develop, monitor, and enforce Service Level Agreements (SLAs) across all operational activities, ensuring customer expectations are met or exceeded. 
• Proactively identify and mitigate operational risks through strategic planning and implementation of robust risk management practices. 
• Ensure risk assessments are conducted regularly and reported appropriately to maintain operational integrity. 
• Prepare and deliver consistent, comprehensive reports for C-level executives, outlining key performance indicators, SLA adherence, and risk management outcomes. 
• Maintain strong professional relationships with key stakeholders, ensuring that operational strategies align with overall business objectives. 

Required Qualifications: 

• A minimum of 5 years of experience in operations management, service delivery, or a similar role within a technology-driven environment. 
• Proven experience with project management, SLA management, risk management, and C-level reporting in a customer-facing role. 
• Deep understanding of technology operations, with a focus on leveraging automation tools to optimize service delivery. 
• Hands-on experience with operational monitoring tools, risk mitigation strategies, and SLA management. 
• Exceptional communication and interpersonal skills, with a professional demeanor suited for customer-facing engagements. 

Qualifications: 

• Bachelor’s or master’s degree in information technology, Computer Science, Business Administration, Operations Management, Engineering, or a related field. 
• Experience within the identity, digital transformation, or biometrics sectors. 
• Certification in project management (e.g., PMP or Agile methodologies) is a plus. 

What We Offer: 

• Competitive salary and comprehensive benefits package. 
• Opportunities for professional development and career progression within a rapidly growing company.