IT Service Delivery Manager

Job Description

We are seeking a proactive and results-driven IT Service Delivery Manager to oversee the delivery and support of IT services within our organization. The IT Service Delivery Manager will be responsible for managing service delivery processes, ensuring service levels are met, and fostering positive relationships with internal stakeholders and clients. This role requires strong leadership skills, a customer-centric approach, and the ability to drive continuous improvement in service delivery.

Roles And Responsibilities

• Define and implement IT service delivery strategies, policies, and procedures to ensure efficient and effective delivery of IT services.
• Manage and monitor service level agreements (SLAs), key performance indicators (KPIs), and metrics to track service delivery performance and adherence to standards.
• Collaborate with internal teams, including IT operations, support, and project management, to prioritize and allocate resources effectively to meet service demands.
• Lead a team of service delivery professionals, providing leadership, guidance, and mentorship to ensure high performance and development.
• Establish and maintain positive relationships with clients, stakeholders, and third-party vendors to understand their IT service needs and expectations.
• Conduct regular service reviews and meetings with clients to discuss service performance, identify issues, and propose solutions for improvement.
• Manage escalations and incidents, ensuring timely resolution and communication with stakeholders and clients.
• Implement and maintain IT service management (ITSM) processes, including incident management, problem management, change management, and service desk operations.
• Drive continuous improvement initiatives to optimize service delivery processes, reduce costs, and enhance service quality and customer satisfaction.
• Stay updated with industry trends, best practices, and emerging technologies in IT service management.
  
  

Skills And Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (Master’s degree preferred).
• Proven experience (X years) in IT service delivery management, with a strong understanding of ITIL framework and ITSM processes.
• Solid leadership and management skills with experience in leading and motivating teams to achieve service delivery goals.
• Excellent communication and interpersonal skills with the ability to build rapport and collaborate effectively with diverse stakeholders.
• Strong analytical and problem-solving abilities with a focus on delivering solutions to meet client and business needs.
• Experience in managing SLAs, KPIs, and metrics to measure and improve service delivery performance.
• Knowledge of service desk tools (e.g., ServiceNow, Remedy) and ITSM platforms for managing IT services and incidents.
• Ability to work under pressure, prioritize tasks, and manage multiple projects and initiatives simultaneously.
• Certification in ITIL or other relevant certifications (e.g., PMP, Agile) is a plus.
  
  

Compensation And Benefits

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package including health, dental, vision, and retirement plans.
• Opportunities for professional development and career growth within the organization.
• Flexible work hours and a collaborative work environment.
  
  

How To Apply

Please submit your resume and a cover letter outlining your qualifications and interest in the position toAugment Jobs. We look forward to reviewing your application and discussing how you can contribute to our team as an IT Service Delivery Manager.

This job description is designed to attract experienced IT Service Delivery Managers by emphasizing the leadership role in managing IT service delivery processes and fostering client relationships. Adjustments can be made based on specific company needs or industry standards.