Service Delivery Manager

As a Service Delivery Manager responsible for the direction, coordination, implementation, control, and completion of assigned projects while remaining aligned with the company’s strategy, commitments, and goals.

As a Service Delivery Manager, you will be responsible for ensuring successful delivery of projects as measured by schedule, budget, customer satisfaction and deliverable quality performance measures. This role will actively support sales and will be accountable for estimating planning, mobilization, execution, and successful closure of projects.

During the project life-cycle, you will communicate status regularly, manage risks, and issue and monitor financial performance according to in place agreements made between ENFRASYS and the customer.

Leadership and management

1. Lead and inspire delivery team towards delivery and operations excellence.
2. Mentoring and coaching technical team in service delivery.
3. Assist management to define operations processes.
4. Clear understanding in business and management requirements and goal, and organize delivery team towards common goal.

Service Management

5. Oversee and monitor both project and managed services delivery to ensure efficiency and quality of service delivered.
6. Ensure that the delivery processes are efficient and cost effective and streamline them if necessary.
7. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between ENFRASYS’s customers, principal, and engineers.
8. Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
9. Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
10. Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

11. Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
12. Providing accurate weekly and monthly reports to the management on performance of the service delivery
13. Leading personnel management, performance assessment, training, and mentoring.
14. Building strong relationships with technical teams and management team to enable effective dialogue exchange between technical and business functions.

1. Degree/Diploma holder in Computer Science, Computer Engineering, MIS, Information Technology, or similar degree; equivalent combination of education and experience may substitute for degree.
2. Minimum 3 years in IT services management experience.
3. Preferrable ITIL (Information Technology Infrastructure Library) certification but not a must.
4. Preferrable Project Management Professional or equivalent certification in project management but not a must.
5. Solid resource planning and problem-solving skills.
6. Clear and concise oral and written communication.
7. Good negotiation skills.
8. Results oriented / self-directed ability to drive change in unstructured environment.
9. Good client interface and presentation skills.
10. Good business acumen.
11. Time management skills.
12. Customer oriented attitude and good interpersonal skills.
13. Knowledgeable in Microsoft technologies or other IT relevant.
14. The position might require working late hours to meet customer’s deadline.
15. Able to accept criticism and improve on it.
16. Able to work in a fast-paced work environment.
17. Must be able to work independently and good interpersonal skills.
18. Excellent time management and communication skills, as you will collaborate with clients and internal teams to deliver results on deadlines.