IT Service Delivery Manager

Job Description

We are searching for an IT Service Delivery Manager with a proven track record in managing IT service delivery operations. The successful candidate will lead our service delivery team to ensure operational excellence, foster client relationships, and drive continuous improvement initiatives.

Responsibilities

• Direct service delivery operations and ensure service excellence across the board.
• Develop and manage service level agreements (SLAs) with internal and external clients.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Foster collaboration between service delivery and technical teams to resolve escalated issues.
• Conduct regular performance reviews with the service delivery team and provide constructive feedback.
• Engage in customer meetings to understand their needs and enhance service offerings.
• Monitor industry trends to identify new service delivery best practices.
• Lead training sessions for staff to ensure high standards of service delivery.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Master's degree in relevant field is a plus

Experience

• 5+ years of experience in IT service delivery or related roles

Technical Skills

• Service Management Tools
• Data Analysis

Soft Skills

• Problem-Solving
• Interpersonal Skills

Certifications

• ITIL Practitioner
• Certified ScrumMaster (CSM)

Languages

• English: Fluent

Advantageous

• Experience managing remote teams: Proven track record of leading remote teams effectively.
• Knowledge of IT security best practices: Understanding of IT security protocols and practices to protect services.

Benefits

• Attractive salary package with performance bonuses
• Health insurance, pensions, and vacation leave
• Flexible working hours and remote work options
• Professional growth and learning opportunities

Company Culture

• Continuous Improvement: We are committed to continuous improvement, fostering an environment of learning and growth.
• Employee Engagement: We prioritize employee engagement and satisfaction as key components of our success.
• Recognition: We believe in recognizing and rewarding hard work and dedication across the team.