Manager - IT
Role Definition
Job Title: IT Service Delivery Manager
The IT Service Delivery Manager oversees several key functions within the IT ServiceDesk that enables the delivery of a high-quality support services to the end users, and ensure service delivery processes are in place to meet the business needs. This position is an internal customer facing role, and requires the candidate to establish and maintain the expectations within the business units and drive the IT service delivery team to achieve those expectations with high standards.
Responsibilities
Manage the high performing service delivery support functions including IT Service Desk and Deskside support present across the various locations.
Own and drive the Incident, Request and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination amongst the resolving teams, effective communication to stakeholders and post incident review for process improvements if any.
Monitor, control and support service delivery; ensure systems, methodologies and procedures are in place and followed diligently by the team.
Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and mutually agreed between the stakeholders.
Be accountable for the quality of service and performance delivered; also ensuring future demand from the business is understood and factored into capacity plans for all the associated services.
Drive internal and third-party service review meetings including performance, service improvements, quality and processes improvement initiatives.
Lead the deskside support management team to continually improve the end user support experience.
Manage the complete end points environment to ensure that laptops, desktops and other access devices are built and maintained to high standards of security and compliance.
Ensure the end points compliance health are well maintained including patching and anti-virus updates which are carried out periodically and effectively.
Should be able to establish and sustain an effective governance model and procedures to drive decisions, resolve conflicts and deliver the projects and program objectives.
Ability to proactively engage with all the stakeholders to identify and address the major risk factors (including technical, business, organizational, government) that may influence the program deliverables.
Compliance Management:
Manage the end to end IT security compliance framework initiatives which defines the global end-points controls and leading the overall compliance improvement programs
Formulating and reviewing the periodical security compliance index that outlines the present state security posture, identifying any current security gaps and proposing its service improvement plans.
Monitor the progress of the devised service improvement plans with multiple geography teams and conduct the due course corrections by consistently assessing the security index parameters till achieving the planned metric objectives.
Review the security compliance index periodically for continuous security posture improvements and identifying any point of failures which can potentially result as a threat to the environment.
Essential quality & skills required
A minimum experience of 10 years in the IT customers service delivery environment.
A passion for problem solving and service improvements with ability to drive customer experience level reviews.
Experienced service management professional.
ITIL certified practitioner.
Previous experience as a Service delivery manager and demonstrable experience in leading globally distributed teams.
Experience of managing third parties and third party delivered services.
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
Expert knowledge of ITIL disciplines.
Leadership and people management skills.
Excellent written and verbal communication skills.
Ability to work under pressure and meet the deadlines.
Able to manage sensitive and sometimes confidential information.
A self-motivator and the ability to take responsibilities.
Able to manage and prioritize the tasks time efficiently
This description reflects the core activities of the role but is not limited to it and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time.
Role Definition
Job Title: IT Service Delivery Manager
The IT Service Delivery Manager oversees several key functions within the IT ServiceDesk that enables the delivery of a high-quality support services to the end users, and ensure service delivery processes are in place to meet the business needs. This position is an internal customer facing role, and requires the candidate to establish and maintain the expectations within the business units and drive the IT service delivery team to achieve those expectations with high standards.
Responsibilities
Manage the high performing service delivery support functions including IT Service Desk and Deskside support present across the various locations.
Own and drive the Incident, Request and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination amongst the resolving teams, effective communication to stakeholders and post incident review for process improvements if any.
Monitor, control and support service delivery; ensure systems, methodologies and procedures are in place and followed diligently by the team.
Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and mutually agreed between the stakeholders.
Be accountable for the quality of service and performance delivered; also ensuring future demand from the business is understood and factored into capacity plans for all the associated services.
Drive internal and third-party service review meetings including performance, service improvements, quality and processes improvement initiatives.
Lead the deskside support management team to continually improve the end user support experience.
Manage the complete end points environment to ensure that laptops, desktops and other access devices are built and maintained to high standards of security and compliance.
Ensure the end points compliance health are well maintained including patching and anti-virus updates which are carried out periodically and effectively.
Should be able to establish and sustain an effective governance model and procedures to drive decisions, resolve conflicts and deliver the projects and program objectives.
Ability to proactively engage with all the stakeholders to identify and address the major risk factors (including technical, business, organizational, government) that may influence the program deliverables.
Compliance Management:
Manage the end to end IT security compliance framework initiatives which defines the global end-points controls and leading the overall compliance improvement programs
Formulating and reviewing the periodical security compliance index that outlines the present state security posture, identifying any current security gaps and proposing its service improvement plans.
Monitor the progress of the devised service improvement plans with multiple geography teams and conduct the due course corrections by consistently assessing the security index parameters till achieving the planned metric objectives.
Review the security compliance index periodically for continuous security posture improvements and identifying any point of failures which can potentially result as a threat to the environment.
Essential quality & skills required
A minimum experience of 10 years in the IT customers service delivery environment.
A passion for problem solving and service improvements with ability to drive customer experience level reviews.
Experienced service management professional.
ITIL certified practitioner.
Previous experience as a Service delivery manager and demonstrable experience in leading globally distributed teams.
Experience of managing third parties and third party delivered services.
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
Expert knowledge of ITIL disciplines.
Leadership and people management skills.
Excellent written and verbal communication skills.
Ability to work under pressure and meet the deadlines.
Able to manage sensitive and sometimes confidential information.
A self-motivator and the ability to take responsibilities.
Able to manage and prioritize the tasks time efficiently
This description reflects the core activities of the role but is not limited to it and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time.