IT Service Delivery Director
5 days ago
About the Role
We are seeking a skilled Service Delivery Manager to lead our IT service delivery team. The successful candidate will be responsible for planning, delivering, operating, monitoring, and maintaining a stable, secure, and responsive support to our clients.
Main Responsibilities
- Manage overall service delivery to achieve agreed service targets.
- Establish and maintain good working relationships with customers, suppliers, and other stakeholders at both strategic and operational levels.
- Monitor and report on financial performance, ensuring margins are achieved and implementing margin improvement plans as needed.
- Ensure protection of client and company assets by controlling configurable items and related information.
- Develop and implement service continuity plans.
- Understand and publish required SLA reports through CGI or industry-standard service management tools.
- Gain relevant competencies, such as CPMF and MPMF, and apply them as necessary in assigned engagements.
- Participate in service delivery reviews and closures of audit/review findings.
- Lead and drive continual service improvement initiatives to achieve full client and shareholder outcomes.
- Manage service changes properly, with cost and timescale adjustments passed on to the customer using an agreed documented procedure.
- Conduct formal customer satisfaction surveys and act on feedback to effect service improvements where necessary.
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