Description

As an IT Service Delivery Manager, your primary responsibility is to ensure the effective and efficient delivery of IT services within an organization. You will oversee the entire service delivery process, from planning and implementation to monitoring and improvement. Your role involves managing a team of IT professionals, coordinating with various stakeholders, and ensuring that service level agreements (SLAs) are met.

Here are some key aspects of the IT Service Delivery Manager job description:

• Service Delivery Strategy: Develop and implement a comprehensive service delivery strategy aligned with the organization’s goals and objectives. This includes defining service standards, processes, and procedures.
• Team Management: Lead and manage a team of IT professionals, including service desk agents, system administrators, network engineers, and other technical staff. Provide guidance, coaching, and support to ensure high-quality service delivery.
• Service Level Management: Establish and monitor service level agreements (SLAs) with internal and external stakeholders, ensuring that services are delivered within agreed-upon timelines and quality standards. Conduct regular performance reviews and address any issues or escalations.
• Incident and Problem Management: Oversee the handling of incidents and problems, ensuring timely resolution and minimal disruption to business operations. Coordinate with technical teams to identify root causes and implement corrective actions.
• Change Management: Implement a structured change management process to control and track changes to the IT infrastructure and services. Ensure that changes are properly assessed, documented, approved, and communicated to relevant stakeholders.
• Vendor Management: Manage relationships with third-party vendors and service providers, including contract negotiations, service level agreements, and performance evaluations. Collaborate with vendors to ensure the delivery of high-quality services and resolve any contractual issues.
• Continuous Improvement: Identify opportunities for service improvement and efficiency gains. Analyze service metrics, customer feedback, and industry best practices to implement process enhancements and drive continuous improvement initiatives.
• Budget and Resource Management: Develop and manage the IT service delivery budget, including resource allocation, cost control, and procurement. Optimize resource utilization and recommend investments in tools, technologies, and training to enhance service delivery capabilities.
• Stakeholder Engagement: Collaborate with key stakeholders, such as business leaders, department heads, and customers, to understand their IT service requirements, address concerns, and communicate service delivery updates. Act as a trusted advisor on IT service-related matters.
• Documentation and Reporting: Maintain accurate documentation of IT service processes, procedures, and configurations. Prepare regular reports on service performance, key metrics, and operational activities for management review.

To excel in this role, you should possess strong leadership and communication skills, have a deep understanding of IT service management frameworks (e.g., ITIL), and be able to navigate complex technical environments. Additionally, staying updated on emerging technologies and industry trends is crucial to ensure effective service delivery.

Requirements

ITIL – IT Infrastructure Library, Change Management, Audio Visual, Computer Incident Response Team (CIRT)