Service Delivery Manager (SDM)

Key Responsibilities

• Uphold service level agreements with unwavering commitment.
• Generate comprehensive progress reports on a regular basis.
• Communicate deliverables with clarity, managing and aligning stakeholder expectations.
• Develop and sustain robust processes and procedures, ensuring:
  • Clarity in team roles and responsibilities.
  • Transparency in deliverables and expectations.
  • Efficiency in reporting structures.
  • Compliance with auditing standards.
• Achieve an optimal balance between Service Desk performance and service quality.
• Guide the professional growth of Service Desk personnel, fostering continuous development.
• Actively solicit and incorporate stakeholder feedback for the introduction of new services.
• Establish clear Service Desk goals that are in harmony with the broader business and IT strategies.
• Engage in active networking...