Service Delivery Manager

About the role

The IT support service delivery manager will oversee the daily operations of the IT support team, serving as the single point of contact for the customer. They will ensure that IT systems and services are running smoothly and efficiently, and that internal and external customers receive timely and quality support.

Responsibilities

• Manage and coordinate the IT support team, leading, coaching, and motivating a team of one network engineer and four service desk members.
• Provide technical guidance and training to the IT support team and users, and keep them updated on the latest IT trends and developments.
• Develop and implement IT policies, procedures, and best practices, and ensure they are followed by the IT support team and users.
• Identify and analyze IT issues and risks, and propose and implement improvement actions and preventive measures.
• Monitor and report on the performance and availability of the customer's IT infrastructure, network, and applications.
• Coordinate and collaborate with other IT teams and vendors to provide end-to-end IT support and solutions.
• Manage IT projects, plan and allocate resources, monitor and control progress, and ensure timely and successful delivery.
• Handle complaints and feedbacks, and ensure customer satisfaction and retention.
• Drive continuous improvement and innovation, and seek opportunities to enhance the quality and efficiency of the IT support services.

Requirements

• Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
• At least 7 years of experience in IT support, service desk, or network administration, with at least two years of experience in a service delivery or management role.
• Strong knowledge and skills in IT infrastructure, network, and applications, including Windows, Linux, Active Directory, Office 365, Exchange, SharePoint, Cisco, and cloud services.
• Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with different levels of stakeholders, both verbally and in writing.
• Strong problem-solving, analytical, and decision-making skills, with the ability to troubleshoot and resolve complex IT issues in a timely and efficient manner.
• Strong experience in continuous improvement initiatives throughout Infrastructure focused on operational efficiency, service quality, and governance/compliance.
• Strong leadership, coaching, behavioral reinforcement, organization, and analytic skills required.
• Highly organized, detail-oriented, and self-motivated, with the ability to work independently and as part of a team.
• Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and changing priorities.

Benefits

This is a full-time 100% onsite position. Certifications in ITIL, CompTIA, Microsoft, and Cisco are preferred but not required.