The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.The activities include to ensure 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.
Responsibilities:
Project 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 pre-sale 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
Requirement:
- Typically 6 years IT project management experience
- Strong knowledge in process improvement methodologies and tools
- Understanding of Software Development Lifecycle (SDLC)
- Degree in Information Systems, Computer Science or equivalent
- Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
- Able to lead, develop and maintain respectful and trusting relationship
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
