Project and Service Delivery Manager

Job Description:

As a Project and Service Delivery Manager, your primary role is to oversee and manage the project portfolio within the organization and ensure the overall service delivery of the MIS/IT team. This includes but not limited to setting up the project management framework to follow best practice in managing projects. This also includes managing the operations and performance of the service desk team, ensuring the successful delivery of IT services. You will be responsible for managing and/or monitoring projects progress, ensuring customer satisfaction by delivering services/projects on time and within budget.

Main Responsibilities:

1. Project Management: Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC. Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.
2. Project Supervision and Follow-up: Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines. Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success.
3. Monitoring and Reporting: Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues.
4. Stakeholder Communication: Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support.
5. Risk Management: Identify and mitigate risks across the project portfolio to ensure successful project delivery.
6. Performance Evaluation: Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes.
7. Governance: Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery.
8. Change Management: Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively.
9. Continuous Improvement: Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices.
10. Team Management: Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery.
11. Service Delivery: Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs).
12. Incident and Request Management: Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes.
13. Customer Interaction: Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality.
14. Performance Monitoring: Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed.
15. Training and Development: Organize training sessions to enhance the skills and knowledge of the team, keeping them up-to-date with the latest technologies and management best practices.
16. Documentation: Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery.
17. Service Improvement: Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences.
18. Escalation Management: Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.

Qualifications and Skills:

1. Education: A bachelor's degree in computer science, information technology, business, project management, or a related field is typically preferred. A master's degree is a plus.

2. Certifications: ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) certifications are required to demonstrate proficiency in IT service management and project management. Certification in portfolio management, such as MoP (Management of Portfolios) and SDLC (Software Development Life Cycle), is advantageous.
3. Experience: Extensive experience in project management, with at least several years in a portfolio management role. Prior experience in a service desk or IT support role is in a supervisory or team lead position is a plus.
4. Technical Knowledge: A strong understanding of IT systems, hardware, software, and network troubleshooting is necessary. Familiarity with various operating systems, IT service management (ITSM) tools, and project management software is advantageous.
5. Communication Skills: Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.
6. Leadership Abilities: The ability to lead, motivate, and mentor a team is essential to ensure a productive and cohesive work environment.
7. Analytical Skills: Strong analytical and problem-solving skills are necessary for identifying root causes of issues and implementing effective solutions.
8. Customer-Focused: A customer-centric approach and dedication to providing exceptional service are vital in this role.
9. Time Management: Effective time management and organizational skills are necessary to prioritize tasks and meet deadlines.
10. Strategic Thinking: Ability to think strategically and align the project portfolio with the organizations goals and objectives.