Senior IT Service Delivery Manager
7 days ago
The Senior IT Service Delivery Manager is responsible for ensuring seamless service delivery to clients, guaranteeing their IT infrastructure and systems remain operational. This involves proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to restore services to clients in compliance with agreed-upon service level agreements.
Main Responsibilities:
- Oversee the work queues and provide critical support to clients on highly technical or complex tickets.
- Work independently, receiving general direction from clients, stakeholders, senior managers, or team leads, to perform operational tasks to resolve escalated incidents within agreed SLAs.
- Provide comprehensive support to all escalated incidents.
- Act as an emergency contact as needed for critical client and business-impacting issues.
- Schedule shifts successfully and ensure smooth handovers.
- Achieve accurate time management and timely escalation of all tickets to management with relevant updates.
- Proactively identify opportunities for process optimization and automation, collaborating with teams to implement improvements.
- Present reports to executive members and contribute to data-driven decision-making.
- Analyse complex technical information, applying troubleshooting skills and knowledge to diagnose and resolve unique client issues.
- Coach Service Desk, Operations Centre, and L4 teams on technical expertise and workload distribution.
- Perform quality audits, assessing processes, service experiences, and ticket updates as required.
- Promote customer-centric approaches and drive service delivery excellence from the Operations Centre or CoE.
- Apply standardised SMSO principles to deliver managed services.
- Offer operational support and continuous service improvement post-client handover from TS or other teams.
- Develop training initiatives for direct reports and engage with clients for routine operations.
- Continuously evaluate and analyse team's delivery capabilities.
Requirements:
- Relevant IT/Computing degree
- Up-to-date ITIL certification
- Relevant technical certifications (CCNA, CCNP, Cloud etc.)
- Fundamental knowledge of Azure, AWS, SAP, and Linux
- Previous call centre or team lead experience
- Experience in customer support services
- Demonstrated experience in implementing continual service improvement through automation and process enhancements
- Demonstrated experience in organisational change management
Estimated Salary: $80,000 - $120,000 per annum
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