Overview
We are seeking an experienced and dynamic Service Delivery Manager to oversee the Order Fulfilment, Service Delivery, and Technology Innovation functions. This role requires exceptional leadership, project management, and client relationship skills to ensure the seamless delivery of IT services, drive continuous improvements, and exceed customer expectations. The successful candidate will lead a high-performing team, manage client onboarding, and maintain compliance with ISO/IEC 20000-1:2018 standards.
Key Responsibilities
- Service Management: Ensure services meet or exceed SLAs and KPIs, focusing on high service quality, reliability, and customer satisfaction.
- Leadership & Team Development: Lead the specialist support and helpdesk teams, fostering a collaborative and motivated environment. Provide coaching and mentoring to ensure team members excel, supporting and delivering development programs for internal succession. To have a collaborative approach and be a key point of contact for team members.
- Client Relationships & Customer Experience: Build strong relationships with clients, acting as the main point of contact for all service-related enquires working closely with the customer success team. Continuously improve customer satisfaction and service excellence through regular feedback and service reviews.
- Project Management: Lead service-related projects, ensuring they are delivered on time, within budget, and meet client expectations. Oversee new client onboarding and order fulfilment processes, working closely with the sales function to ensure a smooth handoff into service.
- ISO/IEC 20000-1:2018 Compliance: Ensure compliance with IT Service Management standards and drive continual improvement initiatives aligned with industry best practices.
- Technology Innovation: Establish and manage the Technology Innovation function to enhance client offerings through new impactful technologies.
- Incident, Problem & Change Management: Oversee service incidents and changes, ensuring minimal disruption and quick resolutions with excellent client communication.
- Vendor & Risk Management: Collaborate with third-party vendors to ensure seamless service delivery. Proactively identify and manage risks to service continuity.
- Process Improvement: Lead initiatives to streamline processes, improve efficiency, and enhance service quality across all functions.
Required Skills and Experience
- Proven experience in a Service Delivery Manager role within an IT or MSP environment.
- Strong understanding of ITIL or equivalent frameworks, with experience managing SLAs and customer satisfaction metrics.
- Hands-on experience with project management and client onboarding processes.
- Familiarity with ISO/IEC 20000-1:2018 standards and managing an ISO-certified IT Service Management System.
- Exceptional communication and interpersonal skills, with the ability to build and maintain strong client relationships.
- Strong leadership and team management skills, with a track record of developing high-performing teams.
- Experience with incident, change, and problem management processes.
- ITIL certification and formal project management certification (e.g., PRINCE2, PMP) are highly desirable.
Personal Attributes
- Inspirational leader with a collaborative approach.
- Excellent communication skills, both written and verbal.
- Proactive and solution-oriented with a focus on continuous improvement.
- Resilient and capable of managing multiple priorities and challenging situations effectively.