IT Software Service Delivery Manager

Job Description

Customer Service Management

• Delivering a comprehensive service to customers
• Delegating customer enquiries to specific teams
• Keeping Records of customer interaction and details of action taken
• Communicating with internal team to discuss client's feedback

Incident Management

• Restoring normal service operation as quickly as possible and to minimize the impact on business operation, thus ensuring that the best possible levels of service quality and availability are maintained
• Accountable for efficiency and effectiveness of the Service Delivery over the life cycle of the Incident.
• Point Contact for Negative Assessments
• Align the customer expectation within SLA's
• Ensure the SKMS (Service Knowledge Management System) has current information for the application and Services
• Responsible for communication with the Incident Manager and Incident Process Owner
• Established continuous process improvement cycles where service delivery performance and technologies are reviewed and enhanced where applicable

Problem Management

• Alms to resolve the root causes of incidents and thus minimized the adverse impact of incidents that are caused by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors
• Meet with Problem Owner to review process and procedures
• Accountable for the formal closure of all problem records
• Identifies and defines critical success factors and KPI's
• Review after Action Reports

Event Management

• Provide the ability to detect events, make sense of them and determine the appropriate control action is provided.
• Automate many routine Operations Management activities like executing scripts on remote devices, submitting jobs for processing, or even dynamically balancing the demand for a service across multiple devices to enhance performance.
• Provide a way of comparing actual performance and behavior against design standards and Service Level Agreements (SLAs).
• Provide a basis for Service Assurance and Reporting; and Service Improvement.
• Provide a standard and filtered view of all events including those from other event management systems and from enterprise applications.
• Associate one or more events with a single cause in determining root cause analysis.
• Automatically inform the appropriate stakeholders of events that require action to drive timely response.
• Attach descriptive information to events to facilitate incident resolution and root cause analysis.
• Provide up-to-date roles and responsibilities charts to support event management.
• Ensure there is vendor involvement during event investigation and resolution, as required.
• Provide post analysis of event handling procedures that were conducted and applied.
• Ensure interaction with other Service Management processes.

Account Management

• Managing Customer Accounts
• Acting as a liaison between the client and departments within the company to convey information, ensure understanding, and make certain everything gets done in an accurate, timely manner.
• Making the client aware of other services and actions that may lead to greater success.
• Keeping up on trends, changes, and competitor actions that might affect their client
• Providing progress reports to clients and upper management
• Teaching junior employees how to service the account

Minimum qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Equivalent experience may be considered.
• Minimum of 10 years of extensive work.
• Performance Expectation: Above average level of work

Prepared qualifications:

• Organization and Time Management: Keeping a close eye on project deadlines, where all the correct paperwork and files are stored, know when meetings are due to finish and the next one start, scheduling meetings accordingly and correctly.
• Discretion: Fully aware of cybersecurity and to ensure that everything is handled sensitively.
• Diplomacy: Ability to deal with different levels in the organization, sensitively and tactfully. Ability to communicate with the management team using an approach that considers their feelings and potential reaction to the situation. Ability to identify the common ground.
• Communication: Ability to cut through the noise; able to get to the heart of the matter and communicate what is required in any given situation. Can work with a whole range of different personality types, seniority, diversity and backgrounds and as such, able to adapt communication style so that messages are related effectively and efficiently.
• Attention to Detail: Aware of the small details that make a difference; schedule time for the CEO to read reports that will help the CEO prepare and make decisions, as needed.
• Flexibility: Ability to make a decision on which task to tackle first, when all of the work is a priority with imminent deadlines. Ability to remain flexible while handling multiple priorities in order to support the CEO effectively.
• Intuitive: Ability to anticipate what might be coming up in the organization and how to deal with any issues that might occur. Having a strong understanding of the business, building knowledge of the industry and understanding the CEO style and priorities.
• Creativity: Highly innovative in problem solving and task completion. Ability to think outside the box' and do things a little differently and challenge the status quotation.