Our client is a leading financial institution who are looking to add an IT Service Delivery Manger to their team.
What you'll be doing
Lead and manage the IT support team, including recruitment, training, mentoring, and performance management.
Ensure the team delivers timely, high-quality IT support to customers in line with service level agreements and established standards.
Monitor and report on key IT service delivery metrics, including availability, reliability, incident resolution, customer satisfaction, and service improvements.
Coordinate and collaborate with other IT teams, external vendors, and partners to ensure seamless alignment and integration of IT services.
Oversee the IT service delivery budget and resources, ensuring optimal utilisation of assets and staffing.
Take ownership of incident and problem management, with a strong focus on continual service improvement.
Develop and maintain IT service delivery policies, procedures, and best practices, ensuring compliance with governance and security requirements.
Identify, assess, and manage IT service delivery risks and issues, ensuring timely mitigation and resolution.
Build and maintain effective communication and relationships with customers and stakeholders to understand and meet their IT service expectations.
Requirements
5+ years of experience in a similar role
Bachelor's degree in IT, Computer Science, Engineering
Excellent communication, interpersonal, and presentation skills, with the ability to communicate effectively with different levels of customers and stakeholders
Strong leadership, teamwork, and collaboration skills
Strong IT skills, with the ability to use and manage various IT tools and systems, such as IT service management software, IT monitoring software, IT asset management software, etc
Certification in IT service management, such as ITIL would be considered an asset.
