Service Delivery Manager
Core
Manage global ICT on-site support teams and coordinate resources to deliver project outcomes and maintain service standards for clients.
Role type
Senior Service Delivery Manager (ICT Operations)
Builds
ICT service delivery, on-site support operations, and project outcomes for global clients
Domain
IT Services / Managed Services / Contact Center Back Office
Required skills
Resource management, project management, client relationship management, team leadership and mentoring, incident escalation handling, ICT infrastructure fundamentals, IT service management frameworks, distributed team coordination
Preferred skills
Cloud and collaboration technologies administration, proactive problem-solving, continuous improvement initiatives
Technologies
Microsoft 365, Azure, Teams, ITIL
Responsibilities
Coordinate ICT skill groups to ensure timely project delivery; manage client expectations and drive service improvement initiatives; oversee global on-site support team operations; lead and develop support staff; manage escalations and critical incidents; specify and order project equipment and monitor delivery/costing
Seniority
Senior, hands-on IC with people management responsibilities
