Delivery Associate Director

Delivery Manager / Service Delivery Manager JD:

Service Delivery Manager Skills:

•    Strong Telecom background
•    Strong Java tech stack background
•    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 of ITIL (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 and problem-solving skills
•    Readiness to demonstrate a proactive attitude
•    Excellent verbal and written communication skills
•    Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
•    Providing accurate and regular reports to the 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 to enable effective dialogue exchange between departments
•    Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
•    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 to support outstanding service delivery
•    Developing a deep understanding of projects to gain insights into the scope of service delivery
•    Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
•    Analysing third-party as well as internal processes, and creating strategies for service delivery optimization