SERVICE DELIVERY MANAGER

Closing Date: January 31, 2021

Roles and Responsibilities

  • Review business requirements and assessments to ensure business needs are properly prioritized and implemented.
  • Be responsible for and manage the day-to-day operations as Single Point of Contact for Delivery by reviewing key parameters of all systems and applications in scope, providing guidance, encouraging teamwork, and facilitating related professional work processes in order to achieve high-performance standards.
  • Engage in client discussions and presentations at the IT management layer. Present weekly or monthly discussions/updates/reviews with the client as per requirement.
  • Lead Incident Management Process to govern and ensure quick recovery from high severity incidents.
  • Daily administrative tasks, reporting, and communication with the relevant departments in the organization.
  • Oversee implementation of configuration changes and adjustments to procedures to ensure compliance with agreed processes and reduce the impact on business continuity.
  • Define, review, and manage change procedures in order to align them to business timelines and reduce risk exposure/ impact on business activities.
  • Verify configuration changes and related documentation to monitor compliance with agreed processes and flag risks (if any).
  • Liaise with user groups to provide communication on relevant changes and support implementation of changes/ new procedures.
  • Provide advice to management on relevant innovations, best practices, and best of breed solutions to contribute to the continuous improvement & development for achieving Delivery Excellence.
  • Recommend procedural and system upgrades to improve system and operations performance
  • Monitor the performance and development of the team to ensure their growth and continuous learning in the area of expertise.
  • Manage the achievement of objectives by setting individual targets, developing and motivating staff in order to maximize performance.
  • Ensuring that the organization’s data and infrastructure are protected by enabling the appropriate security controls.
  • Comply with all relevant safety, security, quality, health, and environmental procedures to ensure a healthy and safe work environment.
  • Review SOPs and AKCs from time to time and ensure they are maintained and updated as and when any changes to the system parameters or config changes happen.

Education & Other Technical  Requirements

  • Degree in Computer Science, IT, Systems Engineering, or related qualification.
  • Overall 12 to 15 years experience with the last 5-7 years in managing IT Operations at an SDM level, preferably along with the People Management role.
  • Ability to work under pressure in a fast-paced environment.
  • Strong attention to detail with an analytical mind and outstanding problem-solving skills.