Service Delivery Manager - End User Support
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Key skills for this role
About the Role
For our customer, one of the largest digital transformation companies in the region, we are seeking an experienced and dynamic Service Delivery Manager (SDM) with a.
Key Skills for This Role
Responsibilities
- Lead and manage day to day End User Support operations, including Service Desk, desktop support, and IAM services
- Define and manage SLAs, OLAs, and KPIs for IT services to ensure consistent, high quality service delivery
- Act as the primary point of contact for all service related escalations and for communication with key stakeholders
- Drive continuous improvement initiatives to enhance service performance, user satisfaction, and operational efficiency
- Collaborate with cross functional teams and vendors to align IT services with business needs and strategic objectives
- Implement ITIL based service management best practices and ensure compliance with internal and external standards
- Develop and deliver service reporting dashboards and conduct regular reviews with business and IT leadership
- Manage service improvement projects and transformation initiatives to deliver measurable business outcomes
- Provide leadership for a geographically distributed team, fostering a customer centric, accountable culture
- Support budgeting, resource planning, and vendor management within the scope of end user support services
Requirements
- Strong background in End User Support and service delivery management
- Experience in managing Service Desk, End User Support Services, and Identity & Access Management
- Proven success in transformation initiatives, award winning service delivery, or recognized achievements
Full Job Posting
Job Summary
- For our customer, one of the largest digital transformation companies in the region, we are seeking an experienced and dynamic Service Delivery Manager (SDM) with a strong background in End User Support to lead and optimise IT service delivery across our organisation. This role is ideal for someone
Key Responsibilities
- Lead and manage day to day End User Support operations, including Service Desk, desktop support, and IAM services.
- Define and manage SLAs, OLAs, and KPIs for IT services to ensure consistent, high quality service delivery.
- Act as the primary point of contact for all service related escalations and for communication with key stakeholders.
- Drive continuous improvement initiatives to enhance service performance, user satisfaction, and operational efficiency.
- Collaborate with cross functional teams and vendors to align IT services with business needs and strategic objectives.
- Implement ITIL based service management best practices and ensure compliance with internal and external standards.
- Develop and deliver service reporting dashboards and conduct regular reviews with business and IT leadership.
- Manage service improvement projects and transformation initiatives to deliver measurable business outcomes.
- Provide leadership for a geographically distributed team, fostering a customer centric, accountable culture.
- Support budgeting, resource planning, and vendor management within the scope of end user support services.
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