• Application Deadline:
• Position: Service Delivery Manager


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience


• Location Lagos


• Job Field ICT / Computer 
  

Responsibilities:

Service Management

• Engage with customer stakeholders at all levels


• Build and maintain business relationships within the account and the client


• Manage multiple internal delivery units and/or third parties tprovide a total solution.


• Create Service Delivery Plan for all assigned Customer Accounts and manage its execution.


• 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 tsupport outstanding service delivery


• Developing a deep understanding of Customer Business priorities tgain insights intareas of potential opportunity.


• 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 tthe 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 tenable effective dialogue exchange between departments

Qualification:

• A bachelor’s degree in Science, Engineering, or business-related field preferably an MBA


• ITIL (Mandatory), PMI, PRINCE2, COBIT or related Professional Qualifications

Relevant Experience

• At least 10 years of demonstrable experience as a Service Delivery Manager in demanding enterprise environments, or equivalent experience


• Recent Consulting experience


• Experience managing multiple delivery teams and in performing at a high level in matrixed environments


• Excellent reporting and analytical skills; ability tdocument and communicate in written and verbal forms with ease


• Ability tmanage C-level clients, understanding the priorities of the executive level and communicate solutions clearly


• Capacity ttake ownership of the managed service ta large client, as well as oversee the active projects in the account


• Ability tmanage, represent and report a portfoliof services and multiple levels of support in the account.


• Display a strong working knowledge of ITIL Service lifecycle stages (especially transitions, operations) and the processes of Incident, Change & Problem Management


• A logical approach ttroubleshooting, diagnosing, and resolving problems (technical and non- technical challenges in the business environment)


• Ensure that the right-fit Service Support and Service Delivery policies and processes are in place tmeet individual Customer needs and make sure these are being met internally.


• Demonstrate the ability or have experience working in a fast-paced and changing environment