Service Delivery Manager

Responsibilities

• Manage and coordinate the daily operations of the IT support team.
• Be the single point of contact (SPOC) for the customer.
• Ensure IT systems and services run smoothly and efficiently.
• Lead, coach, and motivate a team including network engineers and service desk members.
• Ensure service deliverables are clearly defined and communicated.
• Monitor and report on the performance of IT infrastructure, network, and applications.
• Manage and prioritize IT support tickets and requests.
• Collaborate with IT teams and vendors for end-to-end support.
• Develop and implement IT policies and best practices.
• Identify and analyze IT issues and propose improvement actions.
• Provide technical guidance and training to the IT support team and users.
• Track and measure key performance indicators (KPIs) and provide reports.
• Manage IT projects and ensure timely delivery.
• Serve as an escalation point for service delivery issues and ensure customer satisfaction.

• Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
• At least 7 years of experience in IT support, service desk, or network administration, with at least two years of experience in a service delivery or management role.
• Strong knowledge and skills in IT infrastructure, network, and applications, including Windows, Linux, Active Directory, Office 365, Exchange, SharePoint, Cisco, and cloud services.
• Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with different levels of stakeholders, both verbally and in writing.
• Strong problem-solving, analytical, and decision-making skills, with the ability to troubleshoot and resolve complex IT issues in a timely and efficient manner.
• Strong experience in continuous improvement initiatives throughout Infrastructure focused on operational efficiency, service quality, and governance/compliance.
• Strong leadership, coaching, behavioral reinforcement, organization, and analytic skills required.
• Highly organized, detail-oriented, and self-motivated, with the ability to work independently and as part of a team.
• Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and changing priorities.
• Certifications in ITIL, CompTIA, Microsoft and Cisco are preferred.

Demonstrates strong leadership and management capabilities in IT support operations, with expertise in IT infrastructure, network management, and service delivery. Proficient in developing IT policies, managing support tickets, and ensuring customer satisfaction through effective communication and problem-solving.