Service Delivery Manager

• Demonstrated leadership skills.
• Good written and verbal communication skills.
• Strong attention to detail.

Responsibilities

• Upholding rigorous performance standards across service-related procedures while identifying and instituting requisite enhancements.
• Assuming responsibility for critical incident management, liaising with responsible parties for resolution, and fostering streamlined communication among stakeholders for post-incident analysis.
• Instituting systems, protocols, and methodologies conducive to exemplary service delivery.
• Cultivating a nuanced comprehension of project specifications to better delineate the parameters of service execution.
• Being accountable for achieving service delivery benchmarks, fulfilling client expectations, and stimulating future demand.
• Conducting thorough analyses of both third-party and internal workflows to devise strategies for optimizing service delivery.

Technical Oversight

• Directing desktop management teams to perpetuate continuous advancements in desktop ecosystems.
• Partnering with technical architecture teams to establish organizational benchmarks for software, hardware, and cybersecurity.
• Ensuring timely and effective application of anti-virus updates and security patches.
• Benchmarking peak performance criteria for endpoint devices, including personal computers, laptops, and mobile devices.

• Facilitating technology support for corporate conferencing systems and ensuring the availability of essential meeting resources, such as multimedia presentation software and audio-visual equipment.
• Administering on-call rotations and escalation protocols for team members to address off-hours service inquiries, incidents, and change requests.
• Exercising proactive diligence in identifying and addressing errors, issues, or operational setbacks, and ensuring prompt corrective actions.

Team Management

• Initiating and presiding over troubleshooting forums with team members to expedite first-line solutions prior to escalating incidents.
• Prioritizing tasks that are non-delegable and warrant direct intervention, thereby precluding further escalations.
• Ensuring the formulation and execution of individual development plans for team members.
• Conducting root-cause analyses of prevalent issues and steering the team towards implementing sustainable solutions.
• Championing process simplification and automation initiatives to enable the team to focus on rewarding tasks.
• Regularly auditing internal workflows to pinpoint areas that could benefit from improvement, thereby enhancing overall productivity and team morale.

• Soliciting input from stakeholders, conducting customer and competitor analyses, reviewing organizational performance, and proposing strategic initiatives.
• Employing analytical tools, such as SWOT analyses, to evaluate gathered inputs.
• Revising potential action plans based on stakeholder feedback and finalizing the organizational strategy.
• Allocating the necessary infrastructure, resources, and timelines for successful strategy implementation.
• Ensuring seamless integration of long-term strategic plans with daily operations.
• Overseeing the deployment and continuous refinement of the strategic plan as needed.

The job obligations of a Service Delivery Manager – ISP & Projects go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole. We have outlined how you will bring our core company values to life in your role below:

• Demonstrate leadership characterized by authenticity and integrity. Cultivate an open forum for the free exchange of ideas, recognizing and valuing the unique insights each team member brings.
• Adhere to elevated ethical standards in your capacity as Service Delivery Manager. Enforce strict compliance with BET work and ethical guidelines among your team.
• Facilitate both personal and professional development within your team. Create an atmosphere in which team members can both excel and remain true to their individual talents and attributes.
• Approach each workday with a spirit of adaptability and a willingness to embrace new challenges and opportunities. Inspire your team to perceive changes as avenues for potential betterment.
• Advocate for ingenuity and originality in problem-solving within your designated portfolio. Encourage your team to employ innovative thinking and unconventional approaches.
• Exemplify the principles of ownership and accountability. Take the initiative in identifying challenges and acting swiftly to resolve them.
• Cultivate transparent and constructive communication channels within your team. Establish a setting where team members feel at ease seeking guidance or assistance from leadership.
• Develop a cooperative work environment where teamwork is pivotal to achieving exceptional service delivery. Promote interdisciplinary collaboration to fulfill and exceed customer expectations.

Offer mentorship and guidance to your team members, reinforcing the idea that individual accomplishments contribute significantly to the collective success of the team. As a Service Delivery Manager, you can build a vibrant, creative team that is driven to offer exceptional customer service by living the spirit of these values. The success of your team and the company will be influenced by your genuine leadership, dedication to continual improvement, proactive attitude, and emphasis on teamwork.

Qualifications

• At least 3-5 years’ experience managing a services desk within the IT sector.
• Bachelor’s degree in Computer Science, Software Engineering, or a similar field (advantageous)
• Previous software development skills are advantageous.
• Detailed knowledge of the SLDC and management of software projects
• ITIL Foundation (advantageous)