IT Specialist - Service Delivery Manager

Job Overview The role of the IT Service Delivery Manager is critical in ensuring the swift restoration of IT services following an incident, minimizing business disruption and maintaining high levels of customer satisfaction.

Responsibilities Incident Management : Monitor service performance metrics to identify potential issues before they impact users; analyze performance data to identify trends and areas for improvement; ensure incidents are properly logged, categorized, prioritized, and assigned; monitor incident queues and timely resolution according to SLAs; focus will be on incident monitoring; however, service request monitoring will also be part of daily activities.

Resolution of Service Performance Degradation and Issues : Be the Incident and Major Incident Coordinator ensuring timely resolution of service performance issues; ensure timely and precise communication with the IT department and end users; close collaboration with ITSM process owners; provide feedback and support the development of incident management policies, procedures, and standards.

Handling of Complaints : Support managing incoming complaints to ensure customer issues are addressed promptly and effectively; analyze complaint data to identify root causes and support implementing corrective actions.

Service Improvement : Identify opportunities for service improvement and implement initiatives to enhance service quality; collaborate with cross-functional teams to drive continuous improvement efforts.

Reporting and Communication : Prepare and present regular reports on service performance, incidents, and complaints to senior management; ensure effective communication with stakeholders regarding service performance and improvement initiatives; support maintenance of accurate documentation of service performance metrics.

Requirements Bachelor\'s degree in Information Technology, Business Administration, or a related field.

Minimum of 5 years of proven experience in Incident and Major Incident Management in a complex IT environment.

Strong understanding regarding issues of IT infrastructure, network and applications.

Experience in leading bridge calls or crisis management scenarios.

Hands-on experience with ServiceNow.

ITIL Foundation certification is preferred.

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