• Application Deadline:
• Position: Service Delivery Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 8 years


• Location Lagos


• Job Field ICT / Computer 
  

Summary

• The service delivery manager plays a vital role in boosting user experience by ensuring the delivery of top-notch services that meets and exceeds customer demands.


• He/she will be responsible for seamless delivery of SLAs, tracking KPIs, and managing service budgets. He/she will drive the overall service business with an uncompromisable aim of achieving and exceeding business target with specific focus on cross selling and client retention.


• This role is entirely client facing and requires strong relationship management skill.

Duties and responsibilities

• Train, motivate, and lead after sales teams to achieve set objectives and targets.


• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary using relevant tools


• 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 ofprojects to gain insights into the scope of service delivery


• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand


• Responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction.


• Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.


• Maintain an up-to-date knowledge of job operations by conducting research and participating in educational programs.


• Ensure compliance with all general and company policies when carrying out job duties.


• Proactively assesses solution specifications considering changing customer requirements and recommends solution changes that optimize value for both the customer and the firm.


• Collaborate with sales teams to understand customer requirements and provide sales support.

Competencies and Skills

• Proficiency in leading both physical and virtual teams


• Experience in dealing with third party-provided services.


• Operational ability in a diverse, large-scale environment


• Exceptional customer-facing skills


• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.


• Mastery ofITIL (Information Technology Infrastructure Library) principles


• Expertise in people management and leadership


• Strong organizational skills


• Capacity to train and guide junior team members.


• Ability to manage and prioritize tasks efficiently.


• Solid resource planning andproblem-solving skills


• Readiness to demonstrate a proactive attitude.


• Excellent verbal and writtencommunication skills


• Effective Reporting Skills

Qualifications

• B.Sc. degree in Information Technology, Computer Science, or relevant field


• Minimum of eight (8) years' experience in system engineering and IT support with three of those years in service management capacity


• Proficiency in Power BI and MS Power Point


• ITIL certification is a key requirement.


• Additional certification in similar technologies is a plus.


• Supervisory Responsibility


• Service Delivery Engineers/Specialists.