Assistant Service Delivery Manager

Job Purpose:

The Senior IT Service Delivery Executive plays a pivotal role in ensuring the effective delivery of IT services that align with business goals. This role involves strategic planning, performance monitoring, team leadership, and the management of complex client requirements. The Senior Executive is expected to drive process improvements, mentor junior staff, and serve as an escalation point for critical service issues.

Roles & Responsibilities:

• Lead the design, implementation, and optimization of IT service delivery processes.
• Define and monitor service KPIs, ensuring they align with organisational and client objectives.
• Collaborate with leadership to develop strategies for improving IT service quality and efficiency.
• Establish strong relationships with clients, understanding their business needs and expectations.
• Act as the escalation point for service-related issues, ensuring swift resolution.
• Proactively communicate service updates, performance metrics, and improvement plans to clients.
• Mentor and guide junior IT service delivery staff, fostering a culture of collaboration and accountability.
• Provide training and resources to enhance team capabilities and knowledge.
• Delegate responsibilities effectively while maintaining oversight of critical deliverables.
• Lead the investigation and resolution of recurring or complex IT incidents.
• Conduct root cause analyses and implement long-term solutions to prevent recurrence.
• Oversee change management processes to ensure minimal disruption to services.
• Analyze service performance data to identify trends, risks, and opportunities for improvement.
• Recommend and implement best practices for service management.
• Drive automation and digital transformation initiatives to streamline operations.
• Ensure IT services adhere to regulatory requirements, including data protection and cybersecurity standards.
• Identify potential risks to service continuity and develop mitigation strategies.

Skills & Abilities:

• MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills.
• Must be able to communicate & partner with other departments and contractors to achieve targets.
• Customer management: tactful, resolute and committed to providing excellent customer service.
• Ability to deliver technical presentations competently.
• must be good at reporting & converting it into a meaningful deck.
• Must be able to interface with customer executive level management regularly.
• Delivering results: ability to plan and organize self and work to achieve objectives and targets
• Advanced knowledge of ITIL and ITSM tools, with certifications such as ITIL v4 or PMP being a plus.Proven ability to manage complex client relationships and service escalations.
• Strong leadership, organizational, and communication skills.
• Experience with enterprise IT infrastructure, cloud services, and cyber security practices.

Years of Experience:

46 years of experience in IT service delivery or a related role, with leadership responsibilities.

Professional Certification:

Minimum ITIL V3 Certified.

Education Qualifications:

Bachelors degree in IT, Computer Science, or a related field.