Service Delivery Manager - Network Management System (18-25 yrs)

Job Description :

A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

A full-time role, the service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager jobs, which embrace both administrative and technical roles, are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.

Service Management :

- Monitoring and managing desktop support, IT services desk, 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 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

- 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

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

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

- Service Delivery Managers require a diverse range of skills to effectively manage the delivery of IT services.

Here are some key skills that are important for a Service Delivery Manager :

1. Service Management :

- They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

2. Client Relationship Management :

- Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients.

- They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

3.Leadership :

- They should possess leadership qualities to guide and motivate their team members.

- This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.

4.Project Management :

- Service Delivery Managers often oversee multiple projects or initiatives.

- They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.

5.Problem-Solving :

- Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions.

- They should have the ability to think critically and make decisions quickly to address service-related challenges.

6. Financial Management :

- They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.

7.Continuous Improvement :

- Service Delivery Managers should have a mindset of continuous improvement.

- They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

Technical Knowledge :

While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

Specialized Knowledge, Skills, and Abilities :

- Strong experience in IT Service Delivery Operations and Network Management.

- Demonstrated expertise in Major Incident Management, GNOC, and Customer Relationship Management.

- Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook ServiceNow, Microsoft Teams, and SharePoint experience are a plus

- Excellent documentation skills and attention to detail

- Ability to communicate effectively with customers and co-workers

- Ability to work both independently and in a team environment

- Strong problem-solving, customer service, and conflict de-escalation skills

- Strong communication skills (written, verbal, and presentation)