Service Delivery Manager(Testing as a Service) at Tezza Business Solutions Ltd

Delivery Manager Duties & Responsibilities
Team Management:

• The service delivery manager leads a team of technical support specialists. They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.

Process Standardization:

• The service delivery manager research, proposes and implements best practices in client support, process standardization and reporting. They also ensure policies and procedures are followed and deviation are escalated for necessary action.

Facilitate Meetings:

• By managing and facilitating meetings, the TaaS service delivery manager ensures that teams are improving performance, service and product quality. They use information gathered at these meetings, established KPIs and other metrics to target areas that need improvement, and provide timely updates to stakeholders.

Client Engagement:
The delivery manager serves as a conduit between Tezza & client leadership teams, oversees the overall management of client-assigned resources and is responsible for resource capacity planning and allocation including time sheets. The delivery manager also oversees project schedules, deadlines and deliverables, familiarizes himself/herself with service level agreements, monitors adherence and monthly reporting. The delivery manager is the first escalation point for grievances and escalates to Tezza leadership as required, aligns with client stakeholders such as test project managers. The TaaS delivery manager is also responsible for client related billable and receivables.
Key Skill Requirement

• Software knowledge - The TaaS service delivery manager should be familiar with technology and computer software, extremely knowledgeable about the specific software that their company deals with.
• Technical experience - The service delivery manager is expected to leverage previous technical experience/training as well as prior experience managing technical teams.
• Infrastructure development - The service delivery manager should have strong knowledge of the principles and processes of infrastructure development and support.
• Familiarity with the Information Technology Infrastructure Library - TaaS delivery manager must be familiar with the processes and tasks described in the ITIL or other standards-based service delivery methodologies.
• Leadership - IT service delivery manager must have the essential leadership skills to encourage teamwork and motivate employees
• Problem-solving skills - The service delivery manager must demonstrate strong problem-solving skills to troubleshoot effectively and make independent recommendations for issue resolution, technically and otherwise.

Other Requirements
Required to work from a client site in Lagos.
Minimum Qualifications
1. Bachelor's degree (or Masters) in Computer Science or related field.
2. A minimum of 5 years post graduate work experience in a structured organization.
3. Evidence of successful team leadership, collaboration and mentoring is required.
4. Valid technical certifications relevant to the field of software quality assurance will be an added advantage.
KPIs & Assigned Weights
Team Management 30%

• Organize team meetings, set weekly goals and priorities
• Facilitate capacity/skill development recommendations for team
• Oversee team’s compliance in turning in capacity utilization timesheets
• Oversee team’s attendance of weekly review meetings with leadership
• Oversee team’s attendance of monthly town hall meetings
• Ensure 1 -1 sessions are held with all direct reports and hold all team leads accountable for their session

​​​​​Process Standardization 20%

• Ensure strict compliance with documented policies and practices
• Make recommendations for improvement on current processes/procedures

Client Engagement 40%

• Track, report on weekly SLA indicators
• Take proactive steps to ensure SLA terms are met
• Seek and establish new value opportunities with existing client
• Ensure all receivables are promptly settled

Planning and Recruitment 10%

• Be involved in planning and decision-making affecting client site
• Facilitate, oversee, contribute to recruitment/shortlisting of resources
• Attend interviews as a panel member, participate as disciplinary panel member for sanctions