JOB OVERVIEW:

The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

ELIGIBILITY:

• Graduate/Postgraduate with 10+ years of relevant experience

MUST HAVES:

· Knowledge and experience in cross-functional management methods and techniques.

· Knowledge of IT applications, processes, software, and equipment.

· Strong organizational, presentation, and customer service skills.

· Skill in strategic planning with an ability to think ahead and plan over a 6 - 12 months’ time span.

· Skill in planning and preparing written communications.

· Skill in leading people and getting results with a strong customer orientation.

· Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.

· Ability to multi-task and adapt to changes quickly.

· Ability to work in a team and communicate effectively.

· Service awareness of all organization’s key IT services for which support is being provided.

· Understanding of support tools, techniques, and how technology is used to provide IT services.

· Typing skills to ensure quick and accurate entry of service request details.

· Self-motivated with the ability to work in a fast-moving environment.

IT BY DESIGN

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Information Technology Service Delivery Manager