Service Delivery and Operations Manager

4 weeks ago


London, Greater London, United Kingdom RFA, Inc Full time
About the Role

We are seeking a highly experienced Service Delivery and Operations Manager to lead our on-site team at RFA, Inc. The ideal candidate will have a solid understanding of Microsoft systems and leading IT technologies, with the ability to manage client expectations, escalate issues, and mentor and develop staff when required.

Key Responsibilities
  • Service Delivery: Manage and monitor the team onsite, prioritize work across the team, and develop the service delivery lifecycle for the client.
  • Client Management: Manage client expectations, escalate issues, and develop strong relationships with clients.
  • Team Management: Manage and develop a team of IT professionals, including career development and appraisals.
  • Problem Management: Mitigate escalations related to problems and incidents in a diplomatic manner, ensuring SLAs are achieved and client expectations are met.
  • Process Improvement: Adopt a functional PMO approach to manage risks, drill through processes, and identify flaws and propose improvement points.
Requirements
  • Qualifications: Bachelor's degree or equivalent level of education in engineering, with 5+ years of management experience and previous technical support hands-on positions.
  • Skills: Demonstrable track record in delivering technological environments, highly analytical problem-solving, and experience working in a multi-client environment.
  • Knowledge: ITIL, Agile, Scrum methodologies, Jira software, Microsoft technologies, and infrastructure networks.


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