IT Service Delivery Manager job at Q-Sourcing Limited trading as Q-Sourcing | Apply Now

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.