Service Delivery Manager

**Position**: Service Delivery Manager**

**Job Purpose**

The Manager: Service Management is responsible for establishing, leading, and maintaining service management processes, frameworks, and standards. The role focuses on enhancing service quality, reliability, and user satisfaction by aligning technology solutions with business goals.

This involves managing IT services, ensuring seamless service delivery, and leading a team to support both internal and external stakeholders, including IT teams, business units, and vendors.

It also involves leading cross-functional projects, improving service efficiency, and ensuring client satisfaction, within the business operations divisions.

**Qualifications**
- Bachelor's degree in Information Technology, Business Management, or a related field.
- A Post Graduate degree in Business Management would be advantageous.
- Certifications in ITIL, PMP (Project Management Professional), and data analytics (e.g., Power BI, SQL) are highly advantageous.

**Experience**
- 8-10 years of experience in technology services management, with at least 5 years of leadership experience.
- Proven track record in managing service delivery in business operations.
- Experience in data analytics, financial management, and managing cross-functional projects is essential.

**Key Responsibilities**

**Service Delivery and Oversight**:

- Ensure high standards of service excellence and user satisfaction through seamless execution of technology services.
- Supervise and optimize service delivery processes, ensuring alignment with SLAs, identifying areas for improvement, and maintaining alignment with organizational goals.
- Oversee the delivery of IT services, ensuring smooth operations and timely service.
- Act as the key liaison between business stakeholders, external vendors, and the internal IT team.

**Strategic Planning and Continuous Improvement**:

- Develop and implement comprehensive service management strategies aligned with business objectives.
- Foster a culture of continuous improvement by analysing market trends, identifying service improvement opportunities, and implementing innovative solutions.
- Utilise data analytics for decision-making, ensuring processes remain adaptable to technological advancements and operational needs.

**Incident and Problem Management**:

- Lead incident and problem management efforts by ensuring rapid resolution of disruptions to minimize downtime.
- Identify and address root causes, continuously improving processes to prevent recurring issues.

**Vendor and Financial Management**:

- Oversee vendor relationships, ensuring partnerships align with organisational goals and service standards.
- Negotiate favourable contracts, control costs, and manage vendor performance.
- Manage service delivery budgets, ensuring financial alignment with strategic objectives.

**Team Leadership and Development**:

- Cultivate a high-performing, collaborative team environment by guiding, mentoring, and providing the resources needed for success.
- Lead cross-functional teams to deliver key strategic projects, ensuring timely completion and meeting organizational expectations.
- Promote team development and provide ongoing learning opportunities to ensure team members are equipped to meet evolving business needs.

**Client Relationship Management**:

- Build and maintain strong relationships with internal and external stakeholders, to ensure service alignment with their business objectives.
- Provide thought leadership on delivery strategies and transformation opportunities, tailoring service delivery to industry-specific needs.
- Regularly assess client satisfaction and implement measures to address concerns proactively.

**Risk and Compliance Management**:

- Identify potential risks related to service delivery and implement mitigation strategies to ensure compliance with industry standards.
- Ensure adherence to industry regulations, considering the specific governance requirements of different sectors.

**Service Design and Transition**:

- Lead the planning, design, and transition of new or enhanced IT services, ensuring alignment with business objectives and quality standards.
- Manage the lifecycle of IT services, from conceptualisation through operationalisation.

**Required Competencies**:
**Technical and Strategic Skills**:

- ** Project Management**: Mastery in methodologies for managing complex, cross-functional projects from start to finish.
- ** Financial Management**: Strong budgeting and financial analysis skills to ensure service delivery remains cost-effective.
- ** Data Analytics**: Expertise in data-driven decision-making, including data modelling and visualisation tools (e.g., Power BI, SQL).
- ** Risk Management**: Ability to identify, mitigate, and address operational, regulatory, and market risks.

**Leadership and Personal Attributes**:

- ** Team Leadership**: Strong track record in leading, developing, and motivating teams to achieve high s