Service Delivery Operations Manager
4 days ago
At Hunter's Hub Inc., we are seeking a seasoned Service Delivery Lead to oversee the end-to-end service delivery process, ensuring seamless operations and exceptional client satisfaction.
About the Role
The ideal candidate will possess a deep understanding of service management principles, strong leadership skills, and extensive experience in managing complex projects. They will be responsible for aligning services with agreed-upon standards, managing teams, and fostering positive relationships with clients.
Key Responsibilities:
- Develop and implement strategies to improve service efficiency, quality, and compliance with service level agreements (SLAs) and key performance indicators (KPIs)
- Lead and manage the service delivery team, providing guidance, coaching, and training to ensure optimal performance
- Serve as the primary point of contact for clients, resolving issues, addressing concerns, and maintaining open communication channels
- Analyze potential service issues, identify areas for improvement, and implement corrective actions to mitigate risks
- Develop and maintain effective knowledge management systems, ensuring accurate documentation and smooth knowledge transfer within the team
- Collaborate with stakeholders to develop and track service performance metrics, preparing regular reports and presenting results to senior management
Qualifications and Requirements:
- Bachelor's Degree in a relevant field (e.g., business administration, computer science, or engineering)
- Minimum 7 years of experience in a similar role, with a proven track record of successful service delivery and team leadership
- Extensive experience in Incident, Problem, and Change Management, with proficiency in ITIL v3
- Strong background in Incident Analysis, with advanced skills in Networking and IT Infrastructure
- Expertise in Cloud Computing Technologies, including Azure and AWS, and well-versed in Knowledge Management and Configuration Management
- Leadership experience is a must, with a proven ability to motivate and direct high-performing teams
What We Offer:
- A dynamic and supportive work environment, with opportunities for growth and professional development
- A competitive compensation package, including salary and benefits
- The chance to work with a talented team of professionals, driving innovation and excellence in service delivery
To Apply:
Please submit your application, including a detailed resume and a cover letter highlighting your relevant experience and qualifications. As part of the application process, you will be required to prepare a presentation about yourself, your background, experience, and key highlights related to the role. This presentation will serve as a basis for the client and will be presented during their technical interview.
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