Service Delivery Operations Manager
3 weeks ago
Role Summary: We are seeking an experienced Service Delivery Manager to oversee and manage our Managed Service Delivery to circa 1000 clients.
Key Responsibilities:
- Operational Management: Oversee the day-to-day operations of IT support, managed print, and hosted telephony services.
- Helpdesk Oversight: Ensure efficient helpdesk operation, reducing ticket backlog and improving response/resolution times.
- Process Development: Design, implement, and optimize service delivery processes and best practices to enhance efficiency and effectiveness across all teams.
- KPI Definition and Monitoring: Establish and monitor KPIs to track and improve staff performance, client satisfaction, and operational efficiency.
- Performance Management: Conduct regular performance reviews, provide constructive feedback, and develop action plans for improvement as necessary.
- Training & Development: Identify training needs and organize programs to ensure continuous staff development, skill enhancement, and knowledge sharing.
- Project Management: Oversee client projects to ensure they are completed on time, within scope, and to a high standard of quality.
- Client Engagement: Act as an escalation point for client concerns, fostering strong relationships and ensuring client satisfaction with our services.
Requirements: Proven experience in a service delivery, technical operations, or IT management role, preferably within a Managed Service Provider (MSP) environment. Strong understanding of IT support processes, managed print services, hosted telephony, and related technology solutions.
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