IT Service Delivery Manager

Role Description

The IT Service Delivery Manager is responsible for overseeing the delivery of IT services to clients, ensuring that services are delivered on time, within budget, and to the required quality standards. This role involves managing a team of IT professionals, coordinating with other departments, and maintaining strong relationships with clients.

• Service Management: Ensure that IT services are delivered in accordance with agreed service levels and manage any issues that arise.
• Team Leadership: Lead and manage a team of IT professionals, providing guidance and support to ensure high performance.
• Client Relationship Management: Build and maintain strong relationships with clients, understand their needs, and ensure their satisfaction with the services provided.
• Continuous Improvement: Identify opportunities for improving service delivery processes and implement changes to enhance efficiency and effectiveness.
• Reporting and Documentation: Prepare regular reports on service delivery performance and maintain accurate documentation of processes and procedures.
• Specific Responsibilities for Aptia US Office: Manage IT services for the Aptia US office, ensuring that all IT systems and services are running smoothly. Address any issues that arise promptly and effectively. Coordinate with other offices and departments to ensure seamless service delivery across the organization.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field
• Minimum of 10+ years of experience in IT service delivery, with a focus on application service delivery, end-user support, change, and major incident management
• Proficiency in supporting business applications, networks, and general IT services
• ITIL certification or equivalent is preferred
• Excellent communication, problem-solving, and interpersonal skills
• Proven experience in IT service management or a similar role
• Strong leadership and team management skills
• Excellent client relationship management skills
• Ability to identify and implement process improvements
• Strong reporting and documentation skills
• Experience with CRM systems and mobile applications
• Familiarity with ITIL or other service management frameworks
• Experience working in a multi-office environment
• Good understanding of Cloud Services, Networks, databases
• Experience in managing high priority incidents by working closely with resolver groups
• Ability to analyze technical issues and support team members in resolving them
• Experience in writing RCA documents and presenting them to senior stakeholders

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.