The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer\'s requirements and Service Level Agreements
RESPONSIBILITIES:
to ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure.
to assist the Senior Managers to train and guide junior team members.
Project Delivery
Act as a focal point for all support related queries and issues
Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
Review with support team to ensure that all support tasks and deliverables meet quality and service levels
Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
Notify/escalate any \'out of scope\' variations to services to Program Director / Service Delivery Director (SDD)
Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
Review and approve service request/enhancement effort, schedules and risk plans
Review and raise resource requirement
Responsible for resource forecasting and planning
Review, monitor and report project health status
Customer/Vendor Management
Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes.
Business Development
Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
Be involved in pre-sale activities
Team Management
Delegate tasks effectively by providing clear and specific instructions and goals
Plan, track and monitor the tasks assigned to the team leader/ members
Participate in leadership activities and providing performance feedback and developmental coaching
Monitor and improve team performance, providing leadership, coaching, and performance management
The ideal candidate should possess:
More than 5 years of experience in IT service delivery management
More than 5 years of experience in senior stakeholder management