Lead - Service Delivery - Managed Infrastructure Services

Job Description

Service Management and Delivery:

• Manage the service delivery process for assigned accounts, ensuring adherence to established service level agreements (SLAs)
• Monitor service performance, identify potential issues, and implement corrective actions to maintain service levels
• Collaborate with internal teams and external vendors to ensure timely and efficient resolution of service requests and incidents
• Build and maintain strong relationships with clients, providing regular updates on service performance and addressing any concerns
• Daily review of outstanding cases and drive towards closure aligned to SLA
• Weekly review of project performance, including review of outstanding cases with the client
• Provide monthly SLA reporting to client with analysis of closed cases, progress of tasks, highlighting trends and potential issues
• Document key service delivery activities and contribute to client reports
• Contribute to the development and implementation of service improvement initiatives

Team Coordination:

• Coordinate with technical support specialists to ensure timely resolution of client issues
• Provide guidance and support to team members, fostering a collaborative and supportive work environment
• Escalate complex technical issues to senior engineers or subject matter experts

Project Coordination:

• Planning and execution of projects, ensuring projects are delivered on time and meet clients expectations
• Track project progress, identify potential roadblocks, and escalate issues as needed

Vendor Management:

• Assist in the management of relationships with external vendors, ensuring they meet contractual obligations
• Monitor vendor performance and escalate any issues to the Operations Manager

Continuous Improvement:

• Contribute to the identification of areas for service improvement
• Participate in the implementation of new processes and technologies to enhance service delivery

Person Specification

• Bachelor's degree or diploma in computer science, information technology, or a related field
• Minimum 02 years of experience in IT service delivery, with a strong focus on outsourced IT services and end-user computing
• Proven experience in managing and delivering IT projects, ideally within a managed services environment
• Strong understanding of ITIL framework and service management best practices
• Solid technical knowledge of end-user computing technologies, including Microsoft Windows Pro Lifecycle Management, Microsoft Office 365, etc.
• Good leadership, communication, and interpersonal skills with the ability to build rapport with clients and team members
• Strong analytical and problem-solving skills with a proactive and solution-oriented approach
• Ability to work independently and multitasking between assigned projects
• Excellent time management and organizational skills with the ability to prioritize tasks effectively
• ITIL or relevant certification
• 05+ years of experience in managing teams