Service Management • Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service • 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 Performance and Quality Management • 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 Technical Perception • Supervising desktop management teams to facilitate continual improvements in the desktop environment • Collaborating with technical design teams to set standards for software, hardware, and security • Making sure that anti-virus updates and patches are applied effectively and promptly • Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles Meeting Support • Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems • Educating departmental staff on the effective use of conference room technology Service Delivery Managers require a diverse range
Foundational->Pre-Sales->Processes->Presentation skill
Foundational->Service Management->ITIL
Foundational->Project Management->Project Management
Foundational ->Client Experience Management->Client Relationship Management
Foundational ->Consulting processes->Consulting
