We are seeking a skilled and proactive IT Service Delivery Manager to lead the team and ensure the smooth operation of our organization's IT services. The IT Service Delivery Manager will be main responsible for managing, following and continuous improvement for IT services and IT asset management, as well as providing technical guidance to team members, ensuring that all user issues are addressed in a timely and efficient manner.
Team Leadership:
- Lead and supervise the IT service team, providing guidance, support, and mentorship to ensure high-quality service delivery.
- Assign tasks, set performance goals, and conduct regular performance evaluations to foster team growth and development.
- Implement training programs to keep the team updated on the latest technologies and best practices.
IT Services Operation:
- Oversee the day-to-day operations, including ticket management, issue resolution, and escalation procedures.
- Monitor IT service performance metrics, such as response time and resolution rate, and implement strategies to improve efficiency and customer satisfaction.
- Ensure compliance with service level agreements (SLAs) and prioritize critical issues to minimize downtime and disruption.
Technical Support:
- Provide advanced technical support and expertise to the IT team in resolving complex or escalated issues.
Act as a point of contact for complex user inquiries and work to resolve them ly and effectively.
- Stay up-to-date with the latest IT trends and technologies to offer innovative solutions and improve service quality.
User Communication:
- Establish strong communication channels with end-users to understand their IT needs and address concerns ly.
- Develop and maintain a knowledge base and self-help resources to empower users to resolve common issues independently.
Incident Management:
- Manage and coordinate the IT incident response process, ensuring timely and accurate documentation of incidents and resolutions.
- Analyze incident trends to identify root causes and implement preventive measures.
Vendor Management:
- Collaborate with external vendors and suppliers to ensure the availability of necessary hardware, software, and support services.
- Negotiate service contracts and agreements to obtain the best value for the organization.
Asset Management:
- Maintain an accurate inventory of IT assets, including hardware, software, and licenses.
- Track the lifecycle of assets, from procurement to retirement, and ensure compliance with asset management policies and procedures.
- Conduct regular audits to verify the accuracy and completeness of asset records
Security and Compliance:
- Enforce security protocols and data protection measures to safeguard sensitive information and ensure compliance with relevant regulations.
- Collaborate with the IT security team to address potential security threats and vulnerabilities
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Relevant certifications (e.g., ITIL, CompTIA A+, etc.) are advantage.
- Proven experience as an IT Service Delivery Manager or in a similar IT support leadership role.
- Strong technical knowledge in various IT areas, including hardware, software, networking, and operating systems.
- Excellent leadership and team management skills with the ability to inspire and guide the team.
- Exceptional communication and interpersonal abilities to interact effectively with users, team members, and stakeholders.
- Problem-solving and decision-making capabilities to handle complex issues and make informed judgments.
- Familiarity with helpdesk software and IT service management (ITSM) tools.
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