Lead Service Delivery Manager, EUCD [#Career Matching Partners]
Lead Service Delivery Manager, EUCD [#Career Matching Partners]
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
As a Lead Service Delivery Manager EUCD you will be responsible for managing day to day support of medium scale maintenance projects meeting customers requirements and Service Level Agreements. Activities include ensuring that the team conduct health check conduct application monitoring handle customer queries investigate incidents reported resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure. You will also assist the Senior Managers to train and guide junior team members.
What will you do
Project & Service Delivery
- Act as a focal point for all support related queries and issues
- Review transition plans enhancement milestones and deliverables in consultation with support teams and customer
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
- Notify/escalate any out of scope variations to services to Program Director / Service Delivery Director (SDD)
- Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
- Review and approve service request/enhancement effort schedules and risk plans
- Review and raise resource requirement
- Responsible for resource forecasting and planning
- Review monitor and report project health status
Customer/Vendor Management
- Liaise with third party vendors customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
- Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
Business Development
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in presale activities
Team Management
- Delegate tasks effectively by providing clear and specific instructions and goals
- Plan track and monitor the tasks assigned to the team leader/ members
- Participate in leadership activities and providing performance feedback and developmental coaching
- Monitor and improve team performance providing leadership coaching and performance management
Qualifications :
The ideal candidate should be/ possess:
- Minimum 7 to 10 years of IT project management experience with experience managing large scale EUCD desktop teams supporting multiple locations.
- Preferably have managed a team of 500 and above desktop engineers
- Preferably have managed across more than 10 locations in a single project
- Strong knowledge in process improvement methodologies and tools
- Understanding of Software Development Lifecycle (SDLC)
- Degree in Information Systems Computer Science or equivalent
- Selfmotivated with a positive cando attitude creative with excellent presentation communication negotiation and interpersonal skills including strong persuasive techniques.
- Ability to lead develop and maintain respectful and trusting relationship
- Proficiency in written and spoken English
- Preferably work with Government project before
- Ability to travel to different customer sites locally as required
Additional Information :
We are driven by our AEIOU beliefsAdventure Excellence Integrity Ownership and Unityand we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients Growing our people and Creating our future.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
