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Service Delivery Manager
2 months ago
Job Summary:
IRIS is seeking a highly motivated and skilled Service Delivery Analyst to join their IT team at their Head Office. The successful candidate will play a crucial role in ensuring the effective delivery and support of IT services across the organisation.
Key Responsibilities:
- Service Management: Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Regularly communicate and update our Managed Service Providers (MSPs).
- Incident and Problem Management: Coordinate the resolution of incidents and problems with our MSPs, ensuring timely response and resolution, and conducting root cause analysis to prevent recurrence.
- Change Management: Oversee the IT change management process, ensuring all changes are efficiently and safely implemented with minimal disruption to services.
- Service Improvement: Identify opportunities for service improvement, leading and supporting initiatives to enhance IT service delivery and user satisfaction.
- Stakeholder Engagement: Act as the primary point of contact for service-related issues, liaising with internal stakeholders, external vendors, and service providers to ensure effective communication and service delivery.
- Documentation and Reporting: Maintain accurate documentation of IT service processes, procedures, and performance metrics. Generate regular reports for management review.
- User Support: Provide second-line support for complex technical issues, assisting our MSPs and end-users as needed.
- Training and Development: Develop and deliver training sessions for staff to promote the effective use of IT services and adherence to best practices.
Requirements:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field - desirable.
- Experience: At least 3 years of experience in IT service management, service delivery, or a related role.
- Certifications: ITIL Foundation certification or higher is highly desirable.
Skills and Competencies:
- Technical Proficiency: Strong understanding of IT infrastructure, networks, and software applications.
- Customer Service: Strong customer service orientation with a focus on delivering high-quality support and improving user satisfaction.
