The Service Delivery Manager will be responsible for and owns the delivery of service and service metrics to the client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence.
Job Title: Information Technology Service Delivery Manager
Location-Lagos
• This position ensures healthy client relationships, acting as the bridge between the clients and operational delivery teams
• Ensures that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations
• Builds and maintain a long-lasting business relationship by effectively managing the client
• Perform periodic SLA uptime reconciliations with client and manage computation / issuance of Service Credits for SLA breaches
• Produce AD HOC Reports dealing with any issues which could include: Incident Reports, Root Cause Analysis (RCA) documents, Reason For Outage (RFO) statements
• Assist the Sales organization to identify opportunities to up sell services and to track other opportunities that may emerge based on the effective management of and relationship with the clients
• ITIL Certification
• 8 – 10 years’ work experience
• Excellent client service orientation and impeccable relationship building skills
• Display an analytical orientation and continually identify mechanisms for improved service deliverly
• Excellent verbal and written communication skills
• Strong leadership qualities that support a strategic development approach
• Deep understanding of the client’s business needs and technology strategy and the associated Internet Solutions delivery model
Job Title: Information Technology Service Delivery Manager
Location-Lagos
Job Responsibilities
• This position ensures healthy client relationships, acting as the bridge between the clients and operational delivery teams
• Ensures that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations
• Builds and maintain a long-lasting business relationship by effectively managing the client
• Perform periodic SLA uptime reconciliations with client and manage computation / issuance of Service Credits for SLA breaches
• Produce AD HOC Reports dealing with any issues which could include: Incident Reports, Root Cause Analysis (RCA) documents, Reason For Outage (RFO) statements
• Assist the Sales organization to identify opportunities to up sell services and to track other opportunities that may emerge based on the effective management of and relationship with the clients
Must Have
• Degree in any Science or IT Related course• ITIL Certification
• 8 – 10 years’ work experience
• Excellent client service orientation and impeccable relationship building skills
• Display an analytical orientation and continually identify mechanisms for improved service deliverly
• Excellent verbal and written communication skills
• Strong leadership qualities that support a strategic development approach
• Deep understanding of the client’s business needs and technology strategy and the associated Internet Solutions delivery model
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