Service Delivery Manager It Service Desk

SERVICE DELIVERY MANAGER SERVICE DESK

Qualifications:

College Graduate

At least 5 years IT Service Desk Management experience in a similar industry

Strong written and verbal English communication skills

Excellent personnel management skills

Proven leadership and people management skills

ITIL Service Delivery qualification is preferred

Available for 24 x 7 escalation

Willing to travel abroad

Responsibilities:

Responsible for the delivery of all Managed Services within your team

Ensure the Services are delivered to a consistently exceptional standard

Line manager and point of escalation for the service desk agents providing the delivery of the Services

Work with the Global Customer Account Manager to develop clear service strategies, objectives, and goals. Ensure your teams understand and deliver to these

Service Level Management and analysis of historical reports to identify service improvements

Set and monitor detailed KPIs to ensure the effective day to day operations of the Service

Work with your team to quickly resolve any Service issues and ensure continuous improvement

Work with Site Operations Manager and Head of Service Delivery and Global Customer Account Manager to implement effective training, reporting, process, and quality programs across your teams

Responsible for ensuring effective personnel management within your team

Work with customers and represent Managed Services in customer meetings as required.

Successful candidates will enjoy:

Competitive compensation packages

HMO/Medical and dental coverage

Life insurance

Non-taxable allowances

Night differential

And more

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