Job
Description
Job Summary : The Senior IT Service Delivery Manager is responsible for the overall management and performance of IT service delivery. This includes overseeing the service desk, incident management, problem management, change management, and other ITIL processes. The role also involves developing and maintaining service level agreements (SLAs), managing vendor relationships, and driving continuous improvement initiatives to enhance service quality and customer satisfaction. Responsibilities : - Service Delivery Management : Oversee the day-to-day operations of IT service delivery, ensuring that services are delivered efficiently and effectively, meeting agreed-upon SLAs. - Team Leadership : Lead and mentor a team of IT professionals, providing guidance, support, and development opportunities. - ITIL Process Management : Implement and manage ITIL processes, including incident management, problem management, change management, request fulfillment, and knowledge management. - SLA Management : Develop, negotiate, and maintain service level agreements (SLAs) with internal and external customers. Monitor performance against SLAs and report on service performance. - Vendor Management : Manage relationships with third-party vendors, ensuring that they meet service level expectations and contractual obligations. - Customer Relationship Management : Build and maintain strong relationships with internal and external customers, understanding their needs and expectations. - Continuous Improvement : Identify opportunities for service improvement and implement initiatives to enhance service quality, efficiency, and customer satisfaction. - Performance Reporting : Develop and maintain key performance indicators (KPIs) and reports to track service performance and identify areas for improvement. - Budget Management : Manage the budget for IT service delivery, ensuring cost-effectiveness and efficient resource allocation. - Communication : Communicate effectively with stakeholders, providing regular updates on service performance and any service-related issues. - Problem Solving : Lead the resolution of major incidents and complex problems, ensuring timely and effective solutions. - Risk Management : Identify and assess risks to IT service delivery and implement mitigation strategies. Required Skills and Experience : Education : Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred. Experience : [Number] years of experience in IT service delivery management, with a proven track record of success. - ITIL Certification : ITIL v3 or v4 Foundation certification required. ITIL Intermediate or Expert certifications preferred. - Leadership Skills : Strong leadership, management, and team-building skills. - Communication Skills : Excellent communication, interpersonal, and presentation skills. - Problem-Solving Skills : Strong analytical and problem-solving skills. - Customer Focus : A strong customer focus and commitment to service excellence. - Vendor Management : Experience managing third-party vendors. - Financial Management : Experience managing budgets and resources. - Technical Knowledge : A good understanding of IT infrastructure and applications. - Service Management Tools : Experience with IT service management tools (e.g., ServiceNow, Jira Service Management). Preferred Skills and Experience : - Experience in [Specific industry - e.g., Finance, Healthcare, Manufacturing]. - Experience with Agile methodologies. - Knowledge of cloud computing and related technologies. - Experience with automation and scripting.
