This role will enhance the expectations of the internal/external customer experience by overseeing the Service Delivery performance to clients and to ensure that service levels are achieved. This role will also provide strategic leadership and direction to support the operations, growth and transformation activities of the organization. Most importantly, this role will always look to continually improve the service delivery operations to ensure that we are meeting, and exceeding, the customer experience. The ideal candidate will show a proven track record in handling multi-faceted obligations in an environment where meeting goals, and being diplomatic, is the key to success.
Support the organization in delivering the Service Strategy and vision.
Ensure adherence to Service Management Processes by the Operations Team.
Strategically manage the implementation of IT Services which support our customers
Ensure all service level agreements are delivered within contracted time frames
Ensure Operational Level Agreements are delivered within specific timeframes (i.e. where the customer requirements differ from the service level in standard service descriptions)
Work to mitigate the impact of service failures and improve quality processes
Act as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
Support the process owners and ensure process functionality and delivery
Actively participate and manage the service delivery meetings with internal customers and also with IT teams
Prepare status reports for customers by working with differing internal and external teams
Prepare monthly reports for Customers and Management, highlighting any service exceptions
Responsible for managing a team of onsite and remote employees. Includes Hiring, employee relations and leading to deliverables
Well documented experience in a Service Delivery function, including solid experience of working with customers at the mid and senior level positions. Minimum experience required at this level is 3 - 5 years.
Detailed knowledge of various current and legacy IT systems
Strong analytical and problem-solving skills
Proven track record of exhibiting professionalism and diplomacy
Strong interpersonal, communication and presentation skills
Extensive experience of customer and supplier relationships
BS in Computer Science, Information Technology, or related field or equivalent experience
ITIL V3 Foundation Certified preferred