Service Delivery Manager at Wragby Business Solutions and Technologies Limited

Responsibilities:

Service Management

• Engage with customer stakeholders at all levels
• Build and maintain business relationships within the account and the client
• Manage multiple internal delivery units and/or third parties tprovide a total solution.
• Create Service Delivery Plan for all assigned Customer Accounts and manage its execution.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• 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 tsupport outstanding service delivery
• Developing a deep understanding of Customer Business priorities tgain insights intareas of potential opportunity.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports tthe management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders tenable effective dialogue exchange between departments

Qualification:

• A bachelor’s degree in Science, Engineering, or business-related field preferably an MBA
• ITIL (Mandatory), PMI, PRINCE2, COBIT or related Professional Qualifications

Relevant Experience

• At least 10 years of demonstrable experience as a Service Delivery Manager in demanding enterprise environments, or equivalent experience
• Recent Consulting experience
• Experience managing multiple delivery teams and in performing at a high level in matrixed environments
• Excellent reporting and analytical skills; ability tdocument and communicate in written and verbal forms with ease
• Ability tmanage C-level clients, understanding the priorities of the executive level and communicate solutions clearly
• Capacity ttake ownership of the managed service ta large client, as well as oversee the active projects in the account
• Ability tmanage, represent and report a portfoliof services and multiple levels of support in the account.
• Display a strong working knowledge of ITIL Service lifecycle stages (especially transitions, operations) and the processes of Incident, Change & Problem Management
• A logical approach ttroubleshooting, diagnosing, and resolving problems (technical and non- technical challenges in the business environment)
• Ensure that the right-fit Service Support and Service Delivery policies and processes are in place tmeet individual Customer needs and make sure these are being met internally.
• Demonstrate the ability or have experience working in a fast-paced and changing environment