Service Delivery Manager

The Service Delivery Manager is involved in a variety of tasks that requires management of the on-site team. The candidate needs a solid understanding of primarily Microsoft systems and leading IT technologies.   This role also requires the ability to manage client expectations, escalate issues and to mentor and develop staff when required.   The Service Delivery Manager will manage and monitor the team onsite. They will be required to manage workloads and prioritize work across the team as well as develop the service delivery lifecycle for the client.   Our ideal candidate will have strong ITIL and process experience with at least 5+ years’ experience in a similar role and a proven track record of delivering and improving support services to Clients in a Managed Services environment. In addition to staying abreast of industry trends, RFA’s competition and best practices, he/she will manage all Client support process and service initiatives for the EMEA regions by striving to understand Clients’ overall business requirements to exceed expectation and deliver a transparent, ‘best in class’ support service.   The role holder will act as the central point for all escalations related to all onsite Client support delivery and assist in training new staff on the service standards and processes at RFA. In addition, the Service Delivery Manager will enable the teams to meet/exceed service levels and be responsible for developing and (or) improving support strategies which result in a strong Client feedback and increased growth of relationships, aiding in the promotion of RFA’s brand as a Client- centric, full-service technology provider.  

Responsibilities

• The Manager is responsible for ensuring the smooth running of our Customers systems and network infrastructure ensuring they get maximum benefits from them. Tasks may include:
• Management of key staff responsible for Projects and Installations.
• Responsibility for career development and appraisals.
• Mitigation of escalations related Problems and Incidents in a diplomatic manner that provides win-win advantage to both RFA and Clients, ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded).
• Service transition for customers as services are added or removed.
• Adopting a functional PMO approach to manage risks, drill through processes and low-level procedures to identify flaws and propose improvement points;
• Developing and implementing a project accounting approach to identify project profitability.
• Ensuring that the company tools and information systems are utilized correctly, and relevant information is provided.
• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.
• Building service relationships with clients.
• Ensuring quality and profitable services are performed to the agreed SLA
• Ensuring that the specified systems, processes, and methodologies are used/followed to provide effective monitoring, control, and support of service delivery through accurate KPI’s.
• Ensuring that reports are provided to an agreed schedule (or on request), including management and account performance reports.
• Attending client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
• Developing and facilitating workshops and training courses.
• Managing departmental budget.
• Responsible for the delivery of services within the SLAs and KPIs.
• To ensure quality of services through accurate planning and scheduling of resources to meet the requirements of the business
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Ensure transfer of knowledge to other staff to ensure the Customers systems and internal processes are understood.
• Work as a team member within the organization to provide a resilient service to our customers.

Qualifications

• Bachelor’s degree or equivalent level of education in engineering (computer science, automation engineering would be preferred, however any other form of engineering is acceptable).
• 5+ years’ of Management experience and previous technical support hands-on positions.
• Demonstrable track record in delivering technological environments. Highly analytical in problem solving with the ability to apply original and innovative thinking.
• Experience working in a multi-client environment.
• Experience applying ITIL, Agile and Scrum methodologies.
• Experience with Jira software.
• Display and apply knowledge of technologies including Microsoft, Infrastructure Networks, thin client technologies, server virtualization and an awareness and understanding of additional software programs and technologies relevant to technical infrastructure environments.
• Thorough knowledge of managing teams and personnel.
• Knowledge of installing, configuring and administrating Microsoft desktop and Server operating systems.
• A high level of oral and written communication skills to communicate effectively with senior managers, colleagues, and other stakeholders, and to clearly document processes, work instructions and manage expectations.
• Able to research subjects, with a commitment to provide continuous improvement. Be curious, self-taught and demonstrate desire to learn by oneself. This helps significantly understand the processes and requirements of the customer.
• Show interest for automation, simplification and streamlining of processes by constantly asking the question “Why”
• To work under pressure and think clearly in challenging situations in a logical manner.
• To be flexible in approach and be comfortable with a fluid organizational structure that requires both teamwork and self-sufficiency as necessary, with the ability to work under minimal supervision.