IT Service Delivery Manager

What you'll be doing:

As IT Service Delivery Manager you oversee the quality of services provided by the service function to key customers and stakeholders, making sure that they meet established standards and that customers are satisfied with the service levels. Ensuring ITIL principles are followed.

Responsibilities:

• Responsible for managing client relationships, ensuring that clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.
• Oversee the quality of services provided, making sure that they meet established standards and that customers are satisfied with the service levels. Ensuring ITIL principles are followed.
• Identifying opportunities for service improvement, efficiency enhancement, and cost reduction is a key aspect of the role.
• They monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.
• Responsible for resolving any issues or disputes that may arise during service delivery, ensuring that clients' concerns are addressed promptly and effectively.
• Strong communication skills are essential for interacting with clients, team members, and stakeholders effectively.
• The ability to analyse complex problems and develop solutions is crucial in this role.
• Monthly reports/calls - In depth reporting on SLA's, Monthly Service reviews on overall performance
• Quarterly service review meetings - Review performance on a quarterly basis and review IT strategy over the coming months
• To deliver support services effectively and efficiently.
• To ensure infrastructure services are available during core operational times for given areas of responsibility.