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We're Hiring: IT Manager!
The Service Delivery Lead is entirely customer-facing. Overseeing a range of functions to
facilitate the delivery of superior services to the end-users to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost efficient manner. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The role requires both administrative and technical hats and is passionate about delivering end-to-end customer-driven solutions.
Job Responsibilities:
● Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service
● 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 established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
● Taking accountability for service delivery performance, meeting customer expectations, and
driving future demand
● Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
● Providing accurate and regular reports to the 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 to enable effective dialogue exchange between departments
● Supervising End User management teams to facilitate continual improvements in the desktop environment
● Enabling high-level performance benchmarks with the end user environment and site services.
Job Qualifications: (Knowledge, Skills, Experience)
● 7+ years of relevant functional experience in similar roles
● 5+ years of experience proficiency in leading both physical and virtual teams 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 with an Good understanding of ITIL (Information Technology Infrastructure Library) principles
● Expertise in people management and leadership
● Strong organizational skills and an ability to manage and prioritize tasks efficiently
● Capacity to train and guide junior team members
● Solid resource planning and problem-solving skills
Ready to lead our tech team? 🚀 Apply now and let's innovate together!
