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Service Delivery Manager

2 months ago

WinstonSalem, United States ITC Infotech Full time

Role: Service Delivery Manager

Location: Winston-Salem (On-site)


Key Job Responsibilities:

  • Manage the delivery of services to clients by ensuring that services are delivered on time, within budget, and with the desired level of quality.
  • Identifying and resolving any issues that arise during service delivery, including customer complaints, delays, or quality concerns.
  • The manager must also ensure that staff are adhering to company policies and procedures and that they are working together effectively to deliver services.
  • Coordinate with other departments within the organization to resolve service-related issues.
  • Monitoring Service level agreements. The SDM must ensure that these agreements are met, and if they are not, work with the relevant teams to make necessary improvements to service delivery.
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Managing finances and budgets.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Assessing customer feedback and using your creativity to establish, improve, and refine services.
  • Remaining organized and meeting deadlines.
  • Building partnerships and liaising with team leaders to determine the company\'s services, delivery criteria, and solutions for issues that may arise.


Prerequisite:

  • Bachelor's degree in Information Technology, Computer Science, or related field
  • Proven experience in IT service delivery management, preferably in App Spaces, Packages domain.
  • Strong leadership and management skills with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders.
  • Strong pragmatic Project management experience using proven project management methodologies
  • Good working knowledge of service support models / processes and tools
  • Certification in ITIL, PMP (Project Management Professional), or similar credentials is an advantage


ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.