Service Delivery Manager

Job Description

IT infrastructure and End User Management Service Delivery responsibility to come up with innovative solutions to various networking & system problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry. Main challenges: Ensure insightful, consistent and accurate data Effective Interaction with senior management Manage ambiguity and complexity with competing priorities Main Accountabilities Work from office All 6 days Working closely with the End User Manager and network infrastructure team lead. Your primary duties and responsibilities will include but not limited to Managing a team of 40 Plus L1 to L3 role technical team members Responsible for managing and coordinating the IT infra and End User team. The main aim for this coordination is to ensure that the networking system runs efficiently without interruption The IT Infra and End User Service Delivery manager must keep upper management informed about what is happening in the organization concerning networking & End User Team IT Infra and End User Lead oversees the work of Senior employees to ensure that system requirements have been properly implemented and procedures carefully followed. Responsible for informing Management, partners and peers about network performance and service availability Primarily deals with users, customers, vendors, engineers and the whole technical team Coordinates the duty shift table for the IT operations and carefully allocates staff members (IT/DC technicians and engineers) on different shift duties for ensuring the whole shift works in an efficient and effective manner. To ensure maximum possible service availability and performance Excellent knowledge on Incident Management, Change Management, Service Request Management and Problem Management Should have had managed Escalations and responsible for RCA documentation and effective problem Management Monitors changes in the project portfolio. Reassesses whether projects continue to meet business objectives and to use funds efficiently, ensuring that the portfolio of projects and programmes is managed to realize business benefits. Helps to prepare or checks the business cases for individual projects and programmes within the portfolio. Records Network Services for individual demands into the Project & Programme Management Tools Clarity Manages performance of multiple service lines supported to customer Initiates procedures to improve relations and open communications with customers for portfolio analysis Role & responsibilities