Senior Service Delivery Manager SDM
7 days ago
The Senior Service DeliveryManager (SDM) is responsible for ensuringhighquality IT managed services delivery to clients whilemaintaining SLAs improving operational efficiency and drivingcustomer satisfaction. This role involves managing a team ofservice professionals optimizing IT service operations andfostering strong client relationships to ensure the smooth of ITmanaged services including cloud network security and applicationsupport.
KeyResponsibilities:
1.Service Delivery Management &Operations:
- Overseeendtoend IT managed services delivery ensuring compliance with SLAsand KPIs.
- Lead service teams in managingincidents requests problem resolution and changemanagement.
- Continuously optimize IT operationsby implementing ITIL best practices andautomation.
- Maintain high availability ofcritical IT infrastructure applications and cloudenvironments.
- Ensure proactive monitoringreporting and service reviews to minimizedowntime.
2. Client& StakeholderManagement:
- Act as theprimary point of contact for clients ensuring expectations are metor exceeded.
- Conduct regular client meetingsQBRs (Quarterly Business Reviews) and service improvementdiscussions.
- Address escalations resolveservicerelated issues and manage crisis situationseffectively.
- Work closely with internal teams(network security cloud DevOps) to deliver seamlessservice.
3. ITIL& Service ManagementExcellence:
- Implementand enforce ITIL best practices for service delivery incidentproblem and change management.
- Develop andmaintain service catalogs SLAs and operationalprocedures.
- Drive service improvementinitiatives using ITSM platforms like ServiceNow BMC Remedy orManage Engine
4.Financial & PerformanceManagement:
- Manageservice budgets cost optimization and resourceallocation.
- Drive service revenue growth andprofitability by identifying upsellopportunities.
- Track key performance indicators(KPIs) and service efficiencymetrics.
5. People& VendorManagement:
- Lead andmentor a team of service desk engineers technical support staff andservice managers.
- Conduct performance reviewstraining programs and successionplanning.
- Manage thirdparty vendors and serviceproviders to ensure contractualadherence.
6. SecurityCompliance & Risk Management:
- Ensure IT servicescomply with industry regulations (ISO 27001 GDPRNIST).
- Enforce security best practices incidentresponse and data protection policies.
- Mitigaterisks by conducting regular service audits andassessments.
Qualifications:
MinimumQualifications:
- Bachelorsin computer science or a related field.
- ITIL v4PMP PRINCE2 Certified
- 8 years in IT servicedelivery with 5 years in a managerial role
- ITSMplatforms (ServiceNow BMC RemedyFreshservice).
- Cloud platforms (AWS AzureGCP).
- Networking cybersecurity and ITinfrastructure.
- DevOps and automation tools(Ansible TerraformKubernetes)
DesiredQualifications:
- Mastersdegree in IT
- 10 years in IT service deliverywith 5 years in a managerialrole
RemoteWork :
No
EmploymentType :
Fulltime
Key SkillsIT Experience,DataCenter Experience,Problem Management,Network Management,ManagementExperience,Solaris,Customer Support,ServiceNow,IT ServiceManagement,ITIL,Project Management,Operating Systems
Experience: years
Vacancy: 1
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