As a Service Delivery Manager at COSMOTE Global Solutions, you will be responsible for overseeing and ensuring the efficient delivery of IT services to meet agreed client requirements and service level agreements (SLAs).
Key Responsibilities:
- Manage the end-to-end service delivery processes for IT services and solutions.
- Act as the primary contact for clients regarding service delivery issues, ensuring high levels of client satisfaction.
- Monitor and report on service performance, managing SLAs and KPIs effectively.
- Coordinate with internal technical teams and external vendors to resolve service issues promptly.
- Lead continuous improvement initiatives to enhance service quality and operational efficiency.
- Manage service delivery escalations and ensure timely resolution.
- Develop and maintain service delivery documentation, processes, and best practices.
- Collaborate with project managers to ensure smooth transition of new services from project to live operations.
- Support budgeting and forecasting activities related to service delivery.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum Qualification: ITIL v4 Foundation
- Bachelors’ Degree an IT discipline
- Preferred Qualifications: ITIL Expert Level & an Agile Service Manager certification
- 5+ years of relevant experience
- At least B2 TEFL or higher in English.