IT Service Delivery Manager

IT Service Delivery Manager

JOB PURPOSE STATEMENT

The Service Delivery Manager ensures the effective delivery of high-quality services to clients by overseeing the service lifecycle, maintaining operational efficiency, and driving continuous improvement. This role ensures the successful ICT service provisioning at client sites through the application of proper Service Management principles, processes and efficient and effective measures. Managing client expectations, ensuring SLAs are met, and coordinating between cross-functional teams to deliver exceptional service performance, customer satisfaction, and alignment with business objectives. The Senior Service Delivery Manager plays a key role in fostering client relationships with key stakeholders, resolving escalations, and ensuring service excellence.

DUTIES AND RESPONSIBILITIES

Customer Relationship Management