Service Delivery Manager
Service Delivery Manager
Posted on :
10-04-2025
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1 Vacancy
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Job Description
Lead and manage a team of support professionals providing coaching mentoring and performance management.Oversee the daytoday operations of the service desk ensuring efficient incident and request resolution.Develop implement and maintain service delivery processes in accordance with ITIL best practices.Manage service level agreements (SLAs) with clients proactively identifying and mitigating risks.Monitor and report on key service delivery metrics (KPIs) such as resolution times first call resolution rates and customer satisfaction.Identify opportunities for process improvement and implement initiatives to enhance service delivery efficiency.Escalate critical issues and manage relationships with other teams (development infrastructure) to ensure timely resolution.Collaborate with sales and account management teams to understand client needs and ensure service delivery alignment.Develop and maintain documentation related to services processes and procedures.Contribute to the development and implementation of new service offerings.Qualifications:Bachelors degree in Computer Science Information Technology or a related field (preferred).Minimum 810 years of experience in IT service delivery or a related field.Proven experience in leading and managing a team of technical support professionals.Strong understanding of ITIL principles and best practices (ITIL v4 Foundation certification a plus).Experience with service level agreements (SLAs) and service management tools.Excellent problemsolving and analytical skills.Strong communication interpersonal and negotiation skills.Ability to work independently and as part of a team in a fastpaced environment.Excellent organizational and time management skills.Experience with ticketing systems and IT service management tools (e.g. ServiceNow) a plus.Technical Skills:MustHave:Experience in data integration ingestion and reconciliation.Proficiency with Snowflake AWS Services and DBT.NicetoHave:Experience with PowerBi Qlik Replicate Fivetran Snaplogic Globalscape Python Full stack (Node/React.js) AI/ML Informatica ETL Oracle PL/SQL Qliksense/Qlikview.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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