IT Service Delivery Manager

Responsibilities:

• Manage IT Services:

  Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements.

• Develop Standards:

  Create and enforce service delivery standards and processes.

• Incident Management:

  Manage incidents to minimise downtime by supervising the remediation of IT Service problems.

• Performance Monitoring:

  Monitor and evaluate the performance indicators of IT Services. Track and report on the performance of IT services, addressing any deviations from standards.

• Client Interaction:

  Work closely with clients to understand and meet their needs.

• Compliance:

  Ensure all IT services comply with relevant laws, regulations, and company policies.

• Budget Management:

  Plan and manage budgets for IT services.

• Vendor Management:

  Maintain relationships with vendors and suppliers, negotiating contracts as needed.

• Collaboration:

  Coordinate with other IT managers and staff to ensure seamless service delivery.

• Continuous Improvement:

  Identify and implement opportunities for improving IT service delivery

Key Skills:

Communication:

Leadership:

Problem-Solving:

Project Management:

Customer Service:

Technical Knowledge:

Time Management:

Adaptability:

Attention to Detail:

Compliance :

Develop and maintain documentation related to IT compliance, including policies, procedures, risk assessments, and incident response plans.

Ensure that documentation is up-to-date and readily accessible to relevant stakeholders, including auditors and regulatory agencies.

Coordinate with legal and compliance teams to interpret and apply regulatory requirements to IT practices and procedures.

Qualifications:

Education:

Certifications:

Experience in BPO industry is required

Experience:

Skills: