Service Delivery Manager

• Maintain strong and positive relationships with Microgenesis Clients.
• Implement best practices in help desk and IT support.
• Conduct weekly customer meetings to discuss SLA targets, deviations, needs for improvements and other opportunities.
• Collaborate with the Service team and conduct forecasting, capacity, capability, availability and resource planning.
• Identifying new customer needs and overseeing service delivery within the business context.
• Leading the delivery team, managing conflicts, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Collaborate with Sales/Marketing and conduct quarterly customer survey.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Create and update a service catalog to ensure that Microgenesis service offerings are up to date and within scope.
• Collaborate with Vendors and ensure the timely delivery of solutions.

QUALIFICATIONS AND SKILLSETS

• A strong understanding of service management principles, frameworks (e.g., ITIL), and best practices to ensure efficient and effective service delivery.
• Proficiency in project management methodologies and tools to plan, execute, and monitor service delivery projects, ensuring they are completed on time, within budget, and meet customer requirements.
• A solid understanding of the services being delivered, including technical aspects and related technologies.
• Ability to identify and analyze problems, develop innovative solutions, and make sound decisions to ensure the smooth delivery of services.
• Excellent verbal and written communication skills to effectively interact with customers, team members and stakeholders.
• Managing relationships with external vendors and suppliers, negotiating contracts, and ensuring compliance with service level agreements.
• Identifying and assessing risks associated with service delivery, developing risk mitigation strategies, and implementing appropriate controls to minimize potential disruptions.
• Ability to adapt to changing circumstances, handle multiple priorities simultaneously, and work effectively under pressure.

BENEFITS

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Paid training
• Promotion to permanent employee

Work Location: In person

Job Type: Full-time