[ref. r52458202] Service Delivery Operations Lead

Educational Qualification : 15 years full time education

Summary

The role of Service Delivery Manager is entirely customer-facing. The duties of this role involve overseeing a range of functions to facilitate the delivery of superior services to customers. One of the key responsibilities of the Service Delivery Manager is to ensure that service delivery and service support processes are on track to provide a high level of client service in an effective and cost-efficient manner.

A person who is best suited for this role will be a skilled and hard-working individual who possess superb leadership and interpersonal skills, and who is passionate about delivering end-to-end customer-driven solutions.

• Manage one or more projects focused on our IT services supporting development teams
• Ensure the work scope is well-defined
• Consider resource requirements and assist with capacity planning to ensure seamless deployment
• Work with external vendors as needed
• Ensuring an exemplary level of service is provided to clients throughout the delivery process.
• Ownership and accountability on all technical issues during service delivery, acting in the business best interests, and working within set SLAs.
• Working with the business customer to discover and implement technical requirements.
• Provide visibility into the application pipeline
• Provide a mechanism for aligning priorities across business needs and IT service deliverables.
• Work with IT teams to identify requirements for services.
• Work with IT teams to identify/determine SLAs for services.
• Lead cross team retrospectives of deliveries to identify opportunities for process improvement
• Developing a deep understanding of projects to gain insights into the scope of IT services required
• Taking accountability for delivery process performance, meeting customer expectations, and driving future demand
• Report and document customer engagements, status, and delivery details.
• Collaborating with technical design teams to set standards for software, hardware, and security

• Bachelor's degree in computer science or a related field (Master's degree preferred)
• IT project planning and management experience
• PMP certification is highly desired
• Experience with Agile methodology
• Organizational and time-management skills
• Excellent communicator, confident, clear, and able to concisely deliver written and verbal messages even when they are difficult.
• Ability to navigate technical ecosystems and capture requirements and map these to provisioning options.
• Organized, able to manage competing priorities, enjoys planning, process and documentation
• Confident yet calm, able to inspire the team around you and your customers.
• Strong team worker that collaborates consistently well within and across different business units.
• Desires to making a positive difference in challenging situations for the benefit our clients.
• Proficiency in leading both physical and virtual teams
• Highly experienced with JIRA, SharePoint, Teams, and other Microsoft collaboration tools
• AWS Practitioner certified is highly recommended