Service Delivery Manager (IT Remote Service Desk and Onsite Service)
Job Reference JR0086391
Professional Areas Information Technology
Overview
A Service Delivery Manager overseeing the IT remote service desk is responsible for ensuring the efficient and effective delivery of IT services to meet the needs of the organization.
This role involves managing a team of service desk support professionals, coordinating service delivery processes, and maintaining high levels of customer satisfaction.
Responsibilities
Oversee Remote Service Desk Operations: Manage the daily operations of the IT remote service desk, ensuring timely and effective resolution of IT issues.
Performance Monitoring: Monitor service desk performance through key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
Incident and Request Management: Ensure all incidents and service requests are accurately logged, prioritized, and resolved in accordance with service level agreements (SLAs).
Continuous Improvement: Identify areas for improvement in service desk processes and implement changes to enhance efficiency and service quality.
Team Management: Lead, mentor, and develop a team of remote service desk support professionals.
Training and Development: Provide ongoing training and development opportunities to enhance the skills and knowledge of the team.
Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, ensuring their IT needs are met.
Service Review Meetings: Conduct regular service review meetings with key stakeholders to discuss service performance and areas for improvement.
Customer Feedback: Gather and analyze customer feedback to identify trends and make data-driven improvements to IT services.
Service Strategy: Develop and implement service delivery strategies that align with the organization's objectives and ITIL best practices.
Budget Management: Manage the budget for remote service desk and onsite support operations, ensuring cost-effective service delivery.
Technology Implementation: Evaluate and implement new technologies and tools to improve service delivery and support capabilities.
Risk Management: Identify and mitigate risks associated with service delivery, ensuring business continuity and compliance with relevant regulations.
Qualifications and Experience
Experience with SaaS products (ServiceNow, Remedy, JIRA, etc.).
Solid knowledge of Service Delivery Operations.
Knowledge: Windows platform, Intel based personal computer, Server types & roles, IP phones, Mobile devices.
Education: Bachelor's degree in information technology, Computer Science, or a related field.
Additional Information
Additional Information for the job
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