The Service Delivery Associate/Manager is responsible for managing and monitoring Service Level Agreement’s (SLA) requirements so as to ensure the contractual requirements’ levels are met and tasked to take on responsibilities during contract transition phases.
Job Responsibilities
- Lead and drive the service delivery for assigned accounts
- Accountable for the success of projects implementation for assigned contracts
- Manage and communicate with key holders on daily operational support
- Monitor and ensure SLAs are met, issues escalated and prioritized
- Act as the point of contact for service delivery
- Responsible for service delivery of account and prioritization of work requests
- Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
- Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
- Identify operational gaps and drive to ensure closure, both internally and externally
- Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
- Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
- Ensure delivery to cost plan
- Any other ad-hoc duties as required or assigned
Job Requirements
- Bachelor Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
- At least 3 years experience in stakeholder management and IT Support
- IT outsourcing experience with proven track records preferred
- Proven success in achieving project milestones and broad technology awareness
- Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills
- Strong business acumen, customer focus and good financial management skills
- Self-motivated and pro-active in resolving issues and identifying new opportunities on the account
- Effective interpersonal skills, both written and presentation
- Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
Job Type: Full-time
Salary: $70,000.00 - $100,000.00 per year
Schedule:
- Monday to Friday
Work Location: In person
