Service Delivery Manager (Reference SD-01)

Job Description:

• Continuously monitoring service compliance with scope of work and suggesting improvements related to client’s perception of service quality.

• Ensuring delivery of technical and procedural activities to customers.
• Control work overflow, resulting in a smooth-running operation
• Manage customers' technical support requests and escalations.
• Train, supervise, coach and evaluate staff.
• Service Level and Workload Management.
• Work under minimal direction and escalates unresolved issues to top management.
• Regularly reporting to top management and customer activities, accomplishments and issues.

Qualifications:

• Bachelor Degree holder, preferably computer science or engineering.
• Microsoft and Cisco Certifications are plus.
• Minimum 3 years experience in IT infrastructure technical support
• At least 3 years experience in a similar managerial position
• Knowledge of:
1. helpdesk tools/Microsoft Infrastructure environment and LAN/WAN infrastructure
2. Call/Incident/Configurations/Resource management.
• Excellent communication, time management skill and project management skills in general.
• Goal-oriented individual with strong leadership capabilities.
• Technical writing/reporting skills
• Goal-oriented with driving forces.
• Very Good English command (speaking and writing)

PMP certified and ITIL certified candidates are preferred