Job Summary:

The ‘Technical Service Delivery Manager’ is responsible for ensuring the seamless delivery of technical services to Clients. This role involves managing service delivery processes, ensuring high levels of customer satisfaction, and overseeing the performance of technical teams. The Technical Service Delivery Manager will act as the primary point of contact for service-related issues, ensuring that all services are delivered on time, within scope, and meet the required quality standards.

Key Responsibilities:

1. Service Delivery Management:

• Oversee the end-to-end delivery of technical services, ensuring they meet agreed service levels (SLAs) and key performance indicators (KPIs).
• Monitor and manage service performance, identifying areas for improvement and implementing corrective actions as needed.
• Ensure that all technical services are delivered on time, within budget, and to the highest quality standards.

1. Client Relationship Management:

• Act as the primary point of contact for clients regarding service delivery issues, technical escalations, and service improvements.
• Build and maintain strong relationships with clients, ensuring high levels of customer satisfaction.
• Conduct regular service reviews with clients to discuss performance, address concerns, and identify opportunities for service enhancement.

1. Team Leadership:

• Lead and manage a team of technical professionals, including engineers, support staff, and consultants.
• Provide guidance, mentorship, and support to team members, fostering a collaborative and high-performing work environment.
• Conduct regular performance reviews and provide feedback to team members.

1. Process Improvement:

• Identify and implement process improvements to enhance service delivery efficiency and effectiveness.
• Develop and maintain service delivery documentation, including processes, procedures, and workflows.
• Ensure compliance with industry standards and best practices.

1. Change, Incident and Problem Management:

• Oversee the resolution of technical incidents and problems, ensuring timely and effective resolution.
• Coordinate with technical teams to investigate root causes of issues and implement preventive measures.
• Manage major incidents, ensuring effective communication with stakeholders and timely resolution.

1. Reporting and Analytics:

• Generate and analyze service performance reports, providing insights and recommendations to senior management.
• Monitor and report on key metrics, including service availability, incident resolution times, and customer satisfaction.
• Prepare and present service delivery reports to clients and internal stakeholders.

1. Vendor Management:

• Manage relationships with third-party vendors and suppliers, ensuring they meet their contractual obligations.
• Evaluate vendor performance and negotiate contracts to ensure cost-effective and high-quality service delivery.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is a plus.
• Experience: Minimum of 15 years of experience in technical service delivery, IT service management, Managed Services, It Infrastructure, Datacenters or a related field. Proven experience in managing technical teams and delivering complex IT services.
• Certifications: Technical Certifications on Azure / Compute / Cyber Security are highly desirable. Any other certifications like ITIL would be a plus.
• Technical Skills: Strong understanding of IT infrastructure, cloud services, Network, and Cyber Security. Familiarity with service management tools (e.g.,Manage Engine) is preferred.
• Soft Skills: Excellent communication, leadership, and problem-solving skills. Strong customer focus and the ability to manage multiple priorities in a fast-paced environment.

Key Competencies:

• Customer Focus: Dedicated to meeting the expectations and requirements of the customers.
• Leadership: Ability to inspire and lead a team to achieve high levels of performance.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think strategically and act tactically.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Time Management: Ability to manage multiple tasks and projects simultaneously, prioritizing effectively to meet deadlines.