Service Delivery Manager – IT Support

Responsibilities

• Manage the operational activity of the service center and ensure the delivery of services
• Oversee incoming request flows and ensure they are properly handled
• Prepare and lead daily meetings with the service provider
• Act as the primary point of contact in crisis situations or for major incidents
• Analyze volumes, trends and incident typologies
• Identify recurring root causes and propose corrective actions
• Prepare and chair incident committees and performance reviews
• Define, track and analyze service quality KPIs
• Contribute to the continuous improvement of support and resolution processes
• Support the service provider in achieving its quality and performance objectives
• Streamline and automate the processes for analysis, reporting and data delivery

Qualifications

• Bachelor's degree to Master's degree in computer science, IT service management or equivalent
• 5 to 10 years of experience in IT service management, user support or service desk operations
• Experience in a support environment or service desk is highly valued
• Good understanding of desktop and collaboration environments
• Proficiency in ITIL processes and ITSM tools