As the Service Delivery Manager, you are responsible for ensuring that the products and services sold to our clients are set up properly; with agreements and other documentation in place, set up in our systems correctly, and delivered in an efficient and profitable manner. This covers both monthly recurring Service Desk Support and one-off Projects.

Role Overview

The Service Delivery Manager is responsible for overall customer satisfaction; overseeing the daily operations of the tech team, ensuring efficient and effective support for clients. This role involves managing staff, processes, technology, and budget to deliver high-quality IT services and support.

Client Relationship Management:

Establish and maintain strong relationships with clients.

Understand their requirements.

Maintain clear and effective written and verbal communication with clients.

Service Management:

Oversee the Service Desk to deliver the monthly recurring services to a high standard, within the agreed SLA's.

Continuously improve service desk processes and procedures to enhance efficiency and effectiveness.

Project Management:

Scope, execute, and monitor the delivery of projects.

Resolve any issues or risks that arise during the project lifecycle.

Manage projects to a high standard, on time and on budget.

Identify additional opportunities and pass these on to the Sales Team.

Technology Management:

Ensure the service desk tools and technologies are up-to-date, correctly configured, documented, regularly monitored and effectively utilized.

Performance improvements:

Ensure that systems, processes and methodologies are followed, and improved.

Profitability Focus:

Look for opportunities to generate additional revenue either within the Service Desk Team, Project Team or as a Sales Opportunity.

Key Skills and Competencies:

Customer Focus: A strong commitment to client satisfaction and service excellence.

Communication: Excellent written and verbal communication skills.

Technical Knowledge: Proficiency in IT service management (ITSM) tools and practices.

Project Management Skills: Ability to scope projects clearly, and run them to a high standard, on budget and on time.

Problem-Solving: Strong analytical and problem-solving abilities.

Business Acumen: Strategic thinking to align service delivery with ET’s quarterly, annual and 3-year goals and vision.

Leadership: Ability to lead and motivate the tech team to achieve a high performance.

Adaptability: Ability to adapt to changing client needs and technological advancements.

Time Management: Effective time management and organizational skills.

Attention to detail: Ability to review contracts, scope projects, update systems with minimal errors

Experience and Qualifications:

Certifications: ITIL certification or equivalent is highly desirable.

Experience: Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership role, as a Service Delivery Manager, Service Desk Manager, or Project Manager.

Industry Knowledge: Understanding of the managed services industry and client environments.

MSP systems knowledge.