Technical Service Delivery Manager

Role Overview:

The Technical Service Delivery Manager will be responsible for delivery of IT Infrastructure services to global customers. This includes managing Data Center operations, End User Computing, Cloud platforms, Security, Networks, and associated Tools. The role requires strong leadership in customer engagement, service management, people management, budgets, contract compliance, organizational initiatives, audits, SLAs and continual service improvement (CSI).

Role & Key Responsibilities:

Service Management & Delivery:

• Ensure the effective delivery of services to clients by managing resources, processes, and service delivery teams.
• Monitor and report on key performance indicators (KPIs) and service-level agreements (SLAs), ensuring performance is in line with agreed expectations.
• Act as the primary point of contact for clients regarding service-related issues, incidents, and escalations.
• Coordinate with other internal teams (technical, operations, etc.) to ensure service delivery meets client requirements.
• Identify and mitigate delivery, compliance, and operational risks. o Ensure adherence to contractual obligations, security, and compliance standards.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Client Relationship Management:

• Develop and maintain strong relationships with key client stakeholders. o Proactively communicate with clients to ensure they are satisfied with services and to identify areas for improvement.
• Conduct regular service reviews with clients to understand their needs and ensure continuous improvement.
• Anticipate client needs and proactively address service improvements and transformation opportunities.

Team Leadership:

• Manage, lead, and develop the service delivery team, ensuring they have the necessary skills and resources to perform effectively.
• Conduct performance reviews, provide training, and ensure alignment with the companys goals.
• Foster a collaborative and customer-focused culture within the service delivery team.

4.

• Identify areas for improvement in service delivery processes and drive changes to enhance efficiency, quality, and client satisfaction. o Work with internal teams to improve operational practices and ensure continuous service improvement (CSI).

Budget and Resource Management:

• Monitor the service delivery budget and ensure that services are delivered cost-effectively without any issues.