Service Delivery Manager

I. PURPOSE

Execute all tasks assigned by management in a timely and effective manner, contributing to the overall improvement and success of the organization.

II. DUTIES AND RESPONSIBILITIES

General Responsibilities

• Complete all management-assigned tasks promptly and effectively, supporting organizational goals.
• Ensure that Operations technology tools and logistical resources are consistently available to provide uninterrupted services to clients.
• Collaborate with other managers to improve workflows, documentation, standards, and processes.
• Contribute knowledge and information relevant to Operations.
• Participate in initiatives that promote a harmonious work environment, including fostering trust, respect, and open communication.
• Adhere to company policies, guidelines, standards, and procedures.
• Represent Trends management professionally, strengthening client relationships while demonstrating expertise, composure, and competence.
• Perform other duties and tasks as assigned by the MSS Manager.

Service Operations Management

• Oversee the delivery of services or service-related technologies to clients or customers.
• Develop and implement policies that support consistent service performance and use customer feedback to drive quality improvements.
• Ensure smooth operation of clients' systems and network infrastructure, maximizing their benefits.
• Ensure proper utilization of company tools and information systems and provide accurate and relevant information.
• Deliver reports according to agreed schedules, including management and account performance reports.
• Ensure service delivery meets required SLAs and KPIs.
• Follow established systems, processes, and methodologies for effective monitoring, control, and delivery of services.
• Schedule and conduct regular client reporting sessions.

Incident Management

• Ensure SLAs are met and client expectations are achieved or exceeded.

Process Engineering

• Contribute to the development of efficient and effective operational processes.
• Promote compliance with agreed standards and processes.
• Report inefficiencies and instances of non-compliance.

Organizational Development

• Support the development of the most suitable organizational structure for Operations, enabling the organization to meet business requirements in accordance with established policies and procedures.

III. QUALIFICATIONS

A. Minimum Education

• Graduate of Computer Studies, Computer Engineering, Information Technology, Electronics Engineering, or any related field.

B. Minimum Experience / Training

• At least 4 years of experience in a Service Delivery Management role.
• Minimum of 2 years' experience as a Supervisor or Team Lead in an Operations Support environment.
• ITIL Foundation certification required.
• At least 4 years of experience coordinating with partners and clients.

C. Competencies

Technical Skills

• ITIL — Advanced (A)
• IP Networking — Familiar (F)
• Monitoring Systems — Familiar (F)
• Network Troubleshooting — Familiar (F)
• System Troubleshooting — Familiar (F)
• Application/Web Programming — Familiar (F)

Communication Skills

• Speaks clearly and is easily understood — Advanced (A)
• Expresses ideas logically and in an organized sequence — Advanced (A)
• Writes clearly, concisely, and effectively — Advanced (A)
• Presents written ideas logically and in an organized manner — Advanced (A)

Abilities

• Able to work effectively under pressure.
• Possesses strong interpersonal skills.
• Demonstrates solid knowledge in team and personnel management.
• Shows strong customer management capabilities.
• Prepares well-organized and comprehensive reports tailored to specific audiences.
• Conducts research effectively with a commitment to continuous improvement.
• Flexible and adaptable, comfortable working in a dynamic environment requiring both teamwork and independence.