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IT SERVICE DELIVERY MANAGER

A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are incharge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPI’s and managing budgets.

ACTIVITIES

* Managing the relationship with teh clients, managing & exceeding expectations 

* Single point of escalation for all service-related issues, required to be available for out of hours escalation for critical service impacting issues.

* Delivery Management of value-add services to the customer, delivering on SLA’s and KPI’s as agreed

* Monitoring and reporting the services financial performance

REQUIRED KNOWLEDGE

* Strong ITIL exposure accompanying certified accreditation preferred but not essential 

* Exposure to ServiceNow, O365/Teams/Outlook

* Track record of developing strong client relationships, across all level of an organization and a focus on customer satisfaction and improving services

COMPETENCIES, SKILSS AND EXPERIENCE

* 4-5 years of experience in Identity Management

* 4-5 years of hands-on experience with at least one infrastructure technology ( for example; UNIX or Windows or Databases or Mainframe)

* Good organization and planning skills

* Advance Level English

* Technical English is required

* Highly motivated, driven and willing to work independently while receiving instruction through supervision in a highly regulated enviroment

* Proactive

* Teamwork

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