Service Delivery Manager at an IT Services Company - Devien Consult

Devien Consult - Our client, an IT services company, is recruiting suitable candidates to fill the position below:

Job Title: Service Delivery Manager

Location: Lagos
Employment Type: Full-time

Job Summary

• Responsible for analysis of systems to ensure operating within specification; assists customers in diagnosing problems and on systems installation, maintenance and upgrading; assists sales force in making technical presentations.
• Also, provides pre- and post-sales support to the sales teams and customers - trouble-shooting, resolution of technical problems, analysis of customer requirements.

Job Responsibilities

• Monitoring and managing desktop support, IT services desk, Linux and Microsoft System, Netwotk and Security Devices
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Job Requirements

• Candidates should possess relevant qualifications and work experience.
• Proficiency in leading both physical and virtual teams
• Technical Understandig of Linux and Microsoft operating Systems, Cisco and Fortinet Technologies
• Experience in dealing with third-party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills.

Application Closing Date
20th February, 2023.