Service Delivery Manager

The Service Delivery Manager plays a pivotal role in ensuring the seamless delivery and continuous improvement of IT and business services within the organisation. This individual acts as a bridge between service providers, business units, and customers, maintaining high service standards, addressing issues proactively, and supporting the organisation’s strategic objectives through effective service management practices.

Key Responsibilities

• Service Delivery Management : Oversee the daily delivery of IT or business services to ensure compliance with agreed service levels and quality standards.
• Incident and Problem Management : Coordinate the resolution of service incidents and problems, ensuring timely communication with stakeholders and minimal disruption to business operations.
• Service Improvement : Identify opportunities for process and service improvements, implement best practices, and drive initiatives to enhance customer satisfaction.
• Vendor and Contract Management : Liaise with external service providers to monitor performance, manage contracts, and ensure service obligations are met.
• Reporting and Analysis : Prepare regular reports on service performance, trends, and key metrics. Analyse data to identify patterns and recommend corrective actions.
• Stakeholder Engagement : Act as the primary point of contact for service-related queries and issues. Facilitate communication between technical teams, business users, and management.
• Compliance and Governance : Ensure all service management activities comply with organisational policies, regulatory requirements, and industry standards (e.g., ITIL, ISO 20000).
• Change Management : Support the planning and implementation of service changes, ensuring risks are assessed and managed appropriately.

Qualifications and Skills

Key Competencies

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