IT Service Delivery Manager

Описание

The Role:

The SDM is the single point of contact (SPOC), for the management of the IT Services of the Apex IT Service. The SDM will interface with the customer, delivery/project management, and all delivery resources. The SDM will have a broad understanding of IT operations covering service desk, networking, server and storage.

The SDM will be expected to deliver services customer locations where we are providing Service, across 9 locations globally. This may require out of hours support when required. The role may also require flexibility to undertake International travel from time to time as part of the delivery of service. The SDM will report to the Apex Head of Service Management. The SDM’s principal responsibilities are:

Key duties and responsibilities:

Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA);
Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate;
Manage the service desk tool (s), enhance and innovate where appropriate;
Deliver the service in line with the project budget;
Maintain, monitor and improve services;
Liaison to customer for escalations and service quality;
Identify project risks and issues, maintain risk register, and issues logs;
Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery;
Overall responsibility for the IT operations and daily maintenance duties;
Ensure that all operational procedures are executed;
Responsibility for the testing and monitoring of all DR procedures;
Ensure customer satisfaction levels are maintained;
Report on KPI’s and SLA achievements, on daily, weekly, and monthly intervals where appropriate;
Major incident reporting;
Provide input/analysis on Staff Performance to Operations Management;
Maintain & monitor customer satisfaction levels;
Present monthly service reviews to CIO;
Responsible for Customer Satisfaction (CSAT) survey;
Coordinate activities for Change and Problem Management;
Ensure tools updated with relevant information;
Control workflow of problems and changes;
Management of local and global suppliers;
Develop and maintain professional / trustworthy relationships with vendors;
Negotiate pricing and contract reductions where appropriate;
Complete vendor assessment forms;
Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections;
Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc);
Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc);
Own processes and ensure customer requirements are met (Infosec, compliance, etc).
Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project;
Support client audits with documentation and audit responses in relation to IT questions.

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

София 1000, Площад Македония, ул. Алабин 1, етаж 11

Дата:

09.01.2023

Организация:

Apex Fund Services Bulgaria EOOD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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