Job Description
We are seeking for a suitable candidate for the role of Service Delivery Manager to oversee the end-to-end delivery of high-quality managed IT services to our customers. The Service Delivery Manager will ensure service level agreements (SLAs) are met, manage customer relationships, and drive continuous improvement in the service delivery processes. This role requires strong leadership, excellent communication skills, and a deep understanding of IT service management. In additional, the candidate will involve in supporting pre-sales and deal pursuit activities, where required.
1. Ensure the delivery of IT services in line with agreed SLAs and customer expectations.
2. Monitor service performance and implement corrective actions when necessary.
3. Build and maintain strong relationships with key customers.
4. Act as the primary point of contact for customer inquiries and escalations.
5. Work closely with the customer, internal support teams and vendors to ensure seamless service
delivery.
6. Conduct regular service review meetings with customers and management to discuss performance and
improvement opportunities.
7. Maintain accurate and up-to-date documentation of service delivery processes and procedures.
Qualifications/Training
• A Degree in Computing, Computer Science/Engineering or IT
• Experience in a service delivery management role within the IT services sector.
• ITIL certification is highly desirable.
Experience/Skills
• 5 to 8 years of related working experience.
