Job Description
Role Overview: The Service Delivery Manager is responsible for overseeing and ensuring the efficient delivery of network services by managing and coordinating third-party vendors. This role focuses on maintaining strong partnerships with service providers, ensuring compliance with service level agreements (SLAs), and driving continuous service improvement. The ideal candidate will possess extensive experience in network engineering service management, vendor management, and a deep understanding of ITIL principles. Reporting to the Engineering Manager, this role will also lead a small team of dedicated engineers.
Experience:
- 7+ years of experience in IT service delivery management, with a strong focus on customer service and helpdesk-based environments.
- Proven expertise in managing vendor relationships.
- Demonstrated leadership experience in technical teams.
Required:
- Expertise in managing large-scale network engineering projects and services.
- Knowledge of cloud services, VoIP, and outsourcing models.
- Familiarity with Agile and DevOps methodologies.
- In-depth understanding of IT infrastructure.
- Strong leadership and team management abilities.
- Proactive and results-driven mindset.
- Ability to develop, present, and implement project plans.
- High level of integrity and professionalism.
- Strong organizational and multitasking skills with the ability to work under pressure and meet deadlines.
- Excellent communication, negotiation, and stakeholder management skills.
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic environment.
Skills:
IT Infrastructure | Vendor Management | ITIL | IT Services Management | Project Planning |
Education and Qualifications:
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- ITIL certification (v3 or v4) or other relevant certifications.
Key Responsibilities:
- Service Delivery Management:
Oversee the end-to-end delivery of IT services, ensuring they meet business requirements and SLAs. Track and report on service performance, identifying areas for enhancement. Implement best practices to ensure consistent and reliable service delivery. - Vendor Management:
Establish and maintain strong relationships with third-party service providers. Negotiate contracts and SLAs, monitor vendor performance through regular assessments, and address any issues or escalations to ensure smooth service operations. - Stakeholder Management:
Serve as the primary liaison between the business and IT service providers. Communicate effectively with internal stakeholders to ensure service delivery is aligned with business needs. Facilitate regular meetings and reviews to discuss performance and opportunities for improvement. - Process Improvement:
Identify and implement opportunities for improving service delivery processes and efficiency. Lead initiatives to enhance operations in collaboration with vendors and internal teams. Ensure adherence to ITIL and other relevant standards. - Financial Management:
Oversee budgets and costs related to IT service delivery and third-party vendors. Monitor spending, ensuring services are cost-effective and deliver value for money. - Risk Management:
Identify and mitigate risks associated with third-party service delivery. Ensure all services comply with security policies, regulatory requirements, and industry standards.
