Senior Service Delivery Manager
The role of the Senior Service Delivery Manager encompasses overseeing and coordinating activities in the execution of service contracts. This involves supervising and ensuring effective delivery of services to meet client expectations.
Main responsibilities include:
* Managing client commitments by establishing clear objectives and monitoring progress.
* Maintaining a functional team by creating an environment conducive to collaboration, innovation, and growth.
* Nurturing client relationships through proactive communication, regular feedback, and tailored solutions.
* Optimizing contract operational financial performance by analyzing data, identifying areas for improvement, and implementing strategic plans.
This position requires exceptional leadership skills, business acumen, and technical expertise to drive success in service delivery.
Key Areas of Responsibility
* Incident Management & Request Fulfillment: Identify and resolve issues efficiently while ensuring minimal disruption to services.
* Problem Management & Change Implementation: Analyze problems, develop solutions, and implement changes that improve service quality and efficiency.
* Configuration Management: Oversee the management of configurations to ensure consistency, accuracy, and adherence to standards.
* Performance Monitoring & Action Planning: Continuously monitor key performance indicators (KPIs) and develop actionable plans to address areas for improvement.
Requirements
* Bachelor's degree or equivalent in Information Technology or related field.
* A minimum of 5 years' experience in IT Service Management and Service Delivery.
* Fluency in English is required. Proficiency in French is preferred.
* Demonstrated knowledge of service management best practices and industry standards.