Responsibilities:

Manage IT Services: Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements.
Develop Standards: Create and enforce service delivery standards and processes.
Incident Management: Manage incidents to minimise downtime by supervising the remediation of IT Service problems.
Performance Monitoring: Monitor and evaluate the performance indicators of IT Services. Track and report on the performance of IT services, addressing any deviations from standards.
Client Interaction: Work closely with clients to understand and meet their needs.
Compliance: Ensure all IT services comply with relevant laws, regulations, and company policies.
Budget Management: Plan and manage budgets for IT services.
Vendor Management: Maintain relationships with vendors and suppliers, negotiating contracts as needed.
Collaboration: Coordinate with other IT managers and staff to ensure seamless service delivery.
Continuous Improvement: Identify and implement opportunities for improving IT service delivery

Key Skills:

Communication: Clear and effective communication with clients, team members, and stakeholders.

Leadership: Ability to lead and motivate a team, manage conflicts, and drive performance.

Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.

Project Management: Expertise in planning, executing, and overseeing projects to ensure timely delivery.

Customer Service: Focus on understanding and meeting client needs, ensuring high levels of satisfaction.

Technical Knowledge: Understanding of IT infrastructure, systems, and emerging technologies.

Time Management: Efficiently managing time and prioritizing tasks to meet deadlines.

Adaptability: Ability to adapt to changing environments and handle unexpected challenges.

Attention to Detail: Ensuring accuracy and thoroughness in all aspects of service delivery.

Compliance :

Develop and maintain documentation related to IT compliance, including policies, procedures, risk assessments, and incident response plans.

Ensure that documentation is up-to-date and readily accessible to relevant stakeholders, including auditors and regulatory agencies.

Coordinate with legal and compliance teams to interpret and apply regulatory requirements to IT practices and procedures.

Qualifications:

Education: Typically requires a Bachelor's degree in Computer Science, Information Technology, or a related field.

Certifications: Preferred certifications include ITIL, PMP, or similar.

Experience in BPO industry is required

Experience: Proven experience in IT service management, with strong project management skills.

Skills: Excellent communication, problem-solving, and leadership skills. Knowledge of IT infrastructure and emerging technology trends

IT Service Delivery Manager