Service Delivery Manager
Service Delivery Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Act as the main client contact for escalations updates and hosting inquiries.
- Oversee hosted environments to ensure application performance and uptime maintaining a clientcentric approach.
- Lead 2nd and 3rd line teams in resolving advanced technical issues coordinating resources as needed.
- Monitor document and address critical incidents conducting root cause analysis and preventive measures.
- Enhance support processes for efficiency incorporating ITIL best practices and incident management improvements.
- Manage ticketing systems for accurate incident documentation ensuring SLA compliance.
- Review incidents for trends recommending process adjustments to prevent recurrence.
- Proactively update stakeholders with regular performance issue resolution and project status reports.
- Mentor support staff fostering collaboration accountability and proactive client issue resolution.
- Align support activities with business objectives supporting initiatives to enhance client support and satisfaction.
- A relevant tertiary degree would be beneficial.
- 5 years of experience in a service delivery or support management role with a focus on hosting environments and application support.
- Strong experience managing 2nd and 3rd line support teams including incident management and root cause analysis.
- Proficiency in using logging and ticketing systems (e.g. ServiceNow JIRA etc.) to track and resolve issues.
- Proven ability to manage clientfacing support operations and maintain strong customer relationships.
- Excellent analytical problemsolving and organisational skills with a proactive approach to risk management.
- Technical understanding of hosting environments networks databases and application support.
- Background in application support and hosting including performance monitoring and SLA management.
- Experience with project management methodologies such as Agile or Scrum.
- Familiarity with ticketing systems and clientfacing support processes.
- Ability to communicate effectively with both technical and nontechnical stakeholders.
- J106772
Service Delivery, Jira, Application Support, Hosting
Employment Type
Full Time
