CyberGen is a dynamic and innovative IT solutions provider committed to delivering cutting-edge technology solutions to our clients. We pride ourselves on our commitment to excellence, customer satisfaction, and continuous improvement. We are seeking a talented and experienced Service Delivery Manager to join our team and play a key role in ensuring the successful delivery of IT services to our valued clients.
As a Service Delivery Manager (SDM), you will be responsible for overseeing and optimizing the delivery of IT services to our clients. You will collaborate closely with cross-functional teams, including technical support, project management, and client engagement, to ensure that our clients receive top-quality IT services that align with their business needs and objectives. You will play a critical role in maintaining client satisfaction, identifying areas for improvement, and implementing service delivery best practices.
- Client Relationship Management:
- Establish and maintain strong relationships with clients, acting as the primary point of contact for service-related inquiries, issues, and escalations.
- Regularly communicate with clients to understand their evolving IT needs and business goals.
Service Delivery Oversight:
- Ensure the delivery of IT services meets or exceeds agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor service performance, analyze data, and implement process improvements to enhance service quality and efficiency.
- Coordinate service requests, incidents, and changes, ensuring timely resolution.
- Collaborate with cross-functional teams, including technical support, project management, and sales, to align service delivery with client expectations.
- Lead and motivate a team of IT professionals to deliver exceptional service.
- Conduct regular client satisfaction assessments, gather feedback, and take action to address issues and improve service quality.
- Proactively identify opportunities to enhance the client experience and drive customer loyalty.
Service Reporting and Documentation:
- Prepare and deliver regular service performance reports to clients, highlighting achievements, trends, and areas for improvement.
- Maintain accurate documentation of service delivery processes, procedures, and client-specific requirements.
- Identify potential risks and develop mitigation plans to ensure the uninterrupted delivery of IT services.
- Monitor security and compliance concerns and take appropriate actions to address them.
- Stay updated on industry best practices and emerging technologies to drive innovation and improve service offerings.
- Lead process improvement initiatives to optimize service delivery workflows and efficiencies.
- Bachelor’s degree in information technology, Business Administration, or a related field (Master's degree preferred).
- Proven experience in IT service delivery management, with a minimum of 7 years in a similar role.
- Strong understanding of IT infrastructure, systems, and technologies.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
- Solid project management and problem-solving skills.
- ITIL or PMP certification is a plus.
- Experience with IT service management tools (e.g., ITSM software) is advantageous.