Job Description

Designation - Assistant General manager (IT service delivery management) Role & 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 Preferred candidate profile Key Skills: Communication: Clear and effective communication with clients, team members, and stakeholders. Leadership: Ability to lead and motivate a team, manage conflicts, and drive performance. Problem-Solving: Strong analytical skills to identify issues and develop effective solutions. Project Management: Expertise in planning, executing, and overseeing projects to ensure timely delivery. Customer Service: Focus on understanding and meeting client needs, ensuring high levels of satisfaction. Technical Knowledge: Understanding of IT infrastructure, systems, and emerging technologies. Time Management: Efficiently managing time and prioritizing tasks to meet deadlines. Adaptability: Ability to adapt to changing environments and handle unexpected challenges. Attention to Detail: Ensuring accuracy and thoroughness in all aspects of service delivery. 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: Typically requires a Bachelor's degree in Computer Science, Information Technology, or a related field. Certifications: Preferred certifications include ITIL, PMP, or similar. Experience: Proven experience in IT service management, with strong project management skills. Skills: Excellent communication, problem-solving, and leadership skills. Knowledge of IT infrastructure and emerging technology trends