Job Title: Service Delivery Manager
Reports to: CTO
Direct reports: Engineers
Job Objective
Under limited supervision, responsible for analysis of systems to ensure operating within specification;
assists customers in diagnosing problems and on systems installation, maintenance and upgrading; assists
sales force in making technical presentations. May assist in training and development of less experienced
systems engineers; acts as technical co-ordinator or project leader.
Also, provides pre- and post-sales support to the sales teams and customers – trouble-shooting, resolution
of technical problems, analysis of customer requirements.
Duties and Responsibilities
Roles Tasks
1 Service Management
• Monitoring and managing desktop support, IT services desk, Linux and Microsoft System, Netwotk and Security Devices
• 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 systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
2 Performance and Quality Management
• 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
3 Technical Perception
• Supervising desktop management teams to facilitate continual improvements in the desktop environment
• Collaborating with technical design teams to set standards for software, hardware, and security
• Making sure that anti-virus updates and patches are applied effectively and promptly
• Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
4 Meeting Support
• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
• Educating departmental staff on the effective use of conference room technology Knowledge and Skills
Information Technology Knowledge and Skills
• Proficiency in leading both physical and virtual teams
• Technical Understanding of Linux and Microsoft operating Systems, Cisco and Fortinet Technologies
• Experience in dealing with third-party-provided services
• Operational ability 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
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skill
Send your applications to [email protected]
