Service Delivery Manager
2 months ago
Systems Service Delivery Manager
Department: Systems Operations and Support
Location: Hybrid
Job Overview
We seek a highly skilled Service Delivery Manager to join our Systems Operations and Support team. You'll oversee operational performance and stability of business-critical systems, ensuring seamless service delivery. This role involves orchestrating successful service transitions and driving continuous improvement. Ideal candidates have a strong background in technology systems operations, especially within the telecommunications industry.
Responsibilities
- Service Delivery: Oversee incident management, root cause analysis, change management, and operational performance.
- Service Transition: Lead transitions from project teams to BAU support, define acceptance criteria, and track outstanding issues.
- Collaboration: Act as the primary interface between SysOps, Business, and Customer Operations, building strong relationships and facilitating regular meetings.
Person Specification
Essential Criteria
- 5+ years of experience in IT service delivery or systems operations
- Strong track record in incident and problem management
- Experience managing business-critical systems
- Proven experience in service transitions
- Experience in stakeholder management
- Problem-solving and analytical capabilities
- Ability to manage multiple priorities
Desirable Criteria
- Experience in the broadband or telecommunications industry
- Familiarity with DevOps practices
Qualifications
- ITIL v4 Foundation or equivalent certification
- Project or Service Management certification (e.g., PMP, PRINCE2)
- ITIL Expert or intermediate level certifications
- Agile/Scrum certifications
Skills and Attributes
- Excellent communication and collaboration skills
- Leadership qualities
- Organizational and strategic thinking
- Solution-oriented mindset
- Strong relationship-building abilities
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