Service Delivery Manager at Resource Intermediaries Limited

Summary

• The service delivery manager plays a vital role in boosting user experience by ensuring the delivery of top-notch services that meets and exceeds customer demands. He/she will be responsible for seamless delivery of SLAs, tracking KPIs, and managing service budgets.
• He/she will drive the overall service business with an uncompromisable aim of achieving and exceeding business target with specific focus on cross selling and client retention.
• This role is entirely client facing and requires strong relationship management skill.

Duties and responsibilities

• Train, motivate, and lead after sales teams to achieve set objectives and targets.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary using relevant tools.
• 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.
• Responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction.
• Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.
• Maintain an up-to-date knowledge of job operations by conducting research and participating in educational programs.
• Ensure compliance with all general and company policies when carrying out job duties.
• Proactively assesses solution specifications considering changing customer requirements and recommends solution changes that optimize value for both the customer and the firm.
• Collaborate with sales teams to understand customer requirements and provide sales support.

Competencies and Skills

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third party-provided services.
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members.
• Ability to manage and prioritize tasks efficiently.
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude.
• Excellent verbal and written communication skills
• Effective Reporting Skills

Qualifications

• B.Sc. degree in Information Technology, Computer Science, or relevant field
• Minimum of eight (8) years' experience in system engineering and IT support with three of those years in service management capacity
• Proficiency in Power BI and MS Power Point
• ITIL certification is a key requirement.
• Additional certification in similar technologies is a plus.