C004147, C004148 - Service Delivery Manager

Duties & Responsibilities

Role: Service Delivery Manager

1. Service Level Management

   • Monitor service delivery against SLAs and maintain records.

   • Analyze and improve service performance.

   • Report and implement actions to enhance service levels.

2. Incident & Problem Management

   • Conduct first-line investigations and allocate incidents.

   • Communicate incident resolutions.

   • Investigate problems and implement corrective/preventive actions.

3. Service Acceptance & Change Management

   • Ensure products meet service acceptance criteria.

   • Provide input into change control processes.

4. Stakeholder Relationship Management

   • Handle issues, corrective actions, and lessons learned.

   • Gather feedback and improve customer relationships.

   • Develop and implement stakeholder communication plans.

Specific Duties for this Role

• Manage assigned services in accordance with Service Delivery Plans.

• Oversee service costing, change management, and transition planning.

• Maintain service baseline, configuration, and performance tracking.

• Handle budget execution, expenditure tracking, and forecasting.

• Plan and lead outsourcing and continuous service improvement initiatives.

• Manage customer interactions, expectations, and service reviews.

• Ensure compliance with policies and directives.

• Perform team management tasks (time, contract, and project resource management).

• Deputize for senior staff as needed.

Requirements

Education & Experience (Essential)

• Bachelor’s degree in a related field 3 years of relevant experience.

• OR at least 10 years of extensive expertise in related duties if no degree.

Technical & Managerial Experience

• At least 3 years in:

  • Large-scale email infrastructure solutions.

  • Enterprise-class collaboration platforms (e.g., Microsoft Teams, Skype).

• IT infrastructure knowledge:

  • Enterprise servers, OS, storage, virtualization, cloud computing.

• Experience in outsourcing contracts and vendor management.

• Proven skills in service level management and continuous service improvement.

• Strong ability to prioritize, navigate, influence, and negotiate.

• Familiarity with ITIL processes, SLAs, OLAs, and Underpinning Contracts.

Training/Certifications (Essential)

• ITIL v4 Foundation

Preferred Skills & Knowledge

• Collaboration & Communication tools (instant messaging, video conferencing).

• Awareness of latest tech trends and project management standards.

• Experience in international/military environments (NATO knowledge preferred).

Preferred Certifications

• Prince2 (Project Management)