Service Delivery Manager

Job Description:

Accountable for delivery of assigned projects; Creating, communicating, and implementing the processes and overall direction for the IT Infrastructure project including defining the deliverables and project milestones as per client needs.Ensure Helpdesk and On-Site Support services are delivered to business at the highest levelFully understands all processes and procedures related to Helpdesk and On-Site Support Operations not limited to Incident Management, EUC Device Management, Mobile Device Management, Safekeeping of EUC Devices etc.,To be present in all MIM calls during critical apps/infra outage and providing guidance to Helpdesk and On-Site Support.Understand and support the ongoing IT projects and initiatives that may impact business.Adhering to the timeliness and accuracy for reporting; preparing and presenting reports incl. MIS reports, MBR and QBR decks, Staff evaluations, Ad-hoc reports etc., requested by the Client or Supervisor.       All issues (process, people related etc.,)/ business complaints and escalations are appropriately documented, tracked and are resolved within the agreed timeliness.Drive continuous improvement initiatives; Recommend refinement in service delivery process to improve efficiency and cost effectiveness, eliminate non-value-added service steps, and improve client satisfaction, maintain processes and procedures for Help Desk and On-Site Support.Accountable for a large team operating in multiple locations, staff administration, absenteeism, attrition, leave planning, shift scheduling, maintaining overall compliance with staff policies.Adhere to the Performance Appraisal process and ensure timely completion of the same and address performance issues, as appropriate.Ensuring adequate Cross training and necessary back-ups in place for all critical resources (minimum 1 level back-up).

Requirements:

A bachelor's degree in a related field.Strong background in IT helpdesk, technical support (onsite & remote), and team management skills.Experienced in handling a large teamStrong knowledge of change management and incident managementGood resource planning skills.Excellent leadership and customer service skills.Strong teamwork skills and attention to detail.Able to work in Bonifacio Global City (BGC)