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About the Organisation
Q-Sourcing Limited, trading as Q-Sourcing Servtec, is a manpower management solutions firm operating in the East African region, covering Uganda, Kenya, Tanzania, Rwanda, and South Sudan. The company is committed to delivering high-quality workforce solutions to clients across diverse industries.
IT Service Delivery Manager job at Q-Sourcing Limited trading as Q-Sourcing | Apply Now
Kampala, Uganda
Q-Sourcing is a leading HR and business process outsourcing firm that provides comprehensive staffing solutions, workforce management, and consultancy services. They cater to diverse industries including energy, telecommunications, logistics, manufacturing, and agriculture. Renowned for their tailored approach, Q-Sourcing focuses on enhancing organizational efficiency and effectiveness through innovative human resource practices and cutting-edge technology. With a strong commitment to excellence, they support businesses in achieving their goals by offering expert recruitment, training, payroll management, and compliance services.
Are you looking for Management jobs in Uganda 2025 today? then you might be interested in IT Service Delivery Manager job at Q-Sourcing Limited trading as Q-Sourcing
Full Time
Deadline:
28 Mar 2025
Job Title
IT Service Delivery Manager job at Q-Sourcing Limited trading as Q-Sourcing
Q-Sourcing Limited trading as Q-Sourcing
Job Description
The IT Service Delivery Manager will play a key role in managing end-to-end IT service delivery, ensuring seamless operations, and maintaining high-quality service standards. The role involves performance monitoring, incident management, stakeholder engagement, team leadership, and continuous improvement. Additionally, the IT Service Delivery Manager will coordinate with vendors and third-party service providers to maintain efficient IT service performance.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Interested and qualified candidates are encouraged to apply by submitting their updated CV and cover letter via the application link below. Click on the "Apply" button below to submit your application;
Please indicate "IT Service Delivery Manager - Q-Sourcing Servtec" in the subject line.
Note: Only shortlisted candidates will be contacted.
Q-Sourcing Servtec is an equal opportunity employer. Any form of solicitation will lead to disqualification.
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How to Apply
Manage day-to-day IT service operations to ensure high-quality service delivery.
Ensure compliance with SLA requirements and operational processes.
Coordinate with teams to ensure timely resolution of incidents, service requests, and escalations.
Collaborate with vendors and third-party service providers to maintain efficient outsourced IT services.
Develop and track service delivery metrics and performance indicators.
Generate regular service delivery reports to stakeholders, highlighting performance, issue resolutions, and improvement opportunities.
Manage reporting tools and dashboards to monitor the service delivery environment.
Manage incidents and service requests efficiently, performing root cause analysis for recurring issues.
Lead problem management processes to investigate and resolve chronic service issues.
Keep customers informed of incident progress and resolution timelines.
Build and maintain strong relationships with internal and external clients.
Collaborate with technical, support, and project teams to address client needs and improve service quality.
Serve as a point of escalation for client or customer concerns.
Identify and implement improvements in service delivery, processes, and customer satisfaction.
Adopt ITIL best practices and other service management frameworks.
Incorporate feedback and audit findings to drive operational enhancements.
Lead, mentor, and develop a team of IT service delivery professionals.
Allocate resources effectively to meet service delivery goals and deadlines.
Conduct training and capacity-building sessions for team members.
Manage IT service delivery projects to ensure timely and successful completion.
Implement change management procedures to minimize disruptions during service transitions.
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Bachelor’s degree in Information Technology, Computer Science, or a related field.
Proven experience (5+ years) in IT service delivery or client relations management.
In-depth knowledge of ITIL or other service management frameworks (ITIL certification preferred).
Strong understanding of IT infrastructure, service management processes, and technologies.
Proficiency in IT service management (ITSM) tools, such as ServiceNow or BMC Remedy.
ITIL Expert or Practitioner certification.
Experience managing IT service delivery teams in dynamic, customer-focused environments.
Knowledge of project management methodologies (e.g., Agile, PMP).
Experience with cloud-based services and enterprise applications.
Awareness of user behaviors and challenges in Uganda.
