IT Service Delivery Manager

About the role

The Service Delivery Manager will manage the post-implementation support to the client, will serve as SSI and client touchpoint, and will ensure timely response to the client's service incident and service requests through efficient management of resources.

Key responsibilities

• Manage and help ensure quality post-implementation support to the customers. Coordinate on-site support, schedule quarterly preventive maintenance, and coordinate received incidents across cross-functional teams
• Provide sound first-level analysis of the received incident report and service requests
• Maintain detailed incident records, documenting timelines, actions taken, and resolutions achieved
• Generate comprehensive incident reports for management review, offering insights into trends, response effectiveness, and areas for improvement
• Sustain established client relationships through careful understanding of clients' needs
• Actively seek opportunities to improve product management processes, tools, and methodologies to enhance efficiency and effectiveness
• Present and explain the helpdesk process and post-support escalation process to clients with SLAs
• Identify and mitigate technical risks that could impact on the success of the product, such as security vulnerabilities and scalability issues and other technical challenges and proactively addressing them
• Monitor and optimize the performance of the product and resources, analyzing performance metrics and implementing optimizations as needed

About you

• Bachelor's degree in computer courses, Industrial Engineering, and Electronics and Communication Engineering or any course
• At least 3 years of experience in service delivery management
• Service Delivery Management
• Project Management
• Stakeholder Management
• Solid understanding of the technology stack used in the product, including programming languages, frameworks, databases, and infrastructure