Service Delivery Manager

Bludive Technologies Limited

Software & Data

IT & Telecoms NGN 250,000 - 400,000
Featured
1 month ago

Job Summary

The role will be responsible for the management and support of client-facing requests comprising of incidents, problems, escalations, changes, and service requests, through successful completion and end-user satisfaction. Working alongside a multi-functional technical and project team, the person will deliver first-class customer service and business support to deliver BluDive’s vision, values, and corporate plan.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:4 years

Job Description/Requirements

Responsibilities:

  • Owner of the Incident, Request, Escalation, and Problem processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
  • Work closely with the technical team on IT support and services delivery and development on the incident and problem management.
  • Coordinating the activities of the Service desk on the incident management process, ensuring all incidents are logged and resolved accordingly.
  • Agree and document SLAs, OLAs, and KPIs along with customers.
  • Monitor, control, audit, and support all Service Delivery functions ensuring systems, methodologies, and procedures are in place and followed.
  • Champion services and support in projects and develop a strong understanding of projects impacting your service area to ensure service impact is minimized.
  • Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive quarterly service review meetings covering performance, service improvements, quality, and processes both internally and with customers
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion promptly
  • Provide regular and accurate management reporting on IT Service performance
  • Assess customer feedback and use your creativity to establish, improve, and refine services.
  • Manage the Service Delivery budget and contribute to IT budget and resource planning.
  • Contribute to the long-term IT roadmap and strategy.


Requirements:

  • ITIL V3 or V4 certified
  • Project Management skills and certification added advantages.
  • Minimum of 4 years’ experience in IT services delivery and Management.
  • Expert knowledge of ITIL disciplines
  • Strong IT background with experience in Service desk practice and application as well as other IT-related backgrounds.
  • Be able to create, implement and develop existing and new procedures
  • Have proficient leadership, organizational and supervisory skills
  • Able to demonstrate a high degree of flexibility including shift and out-of-hours working.
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Experience in managing 3rd parties and 3rd party delivered services
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Monitor and manage all internal IT related projects from start to finish
  • Supervise the development and advancement of BluDive’s  IT infrastructure

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