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Service Delivery Manager

Closing: May 15, 2024

2 days remaining

Published: May 8, 2024 (6 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Qualifications
  • Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • Up to 5 years related work experience in service desk management.
  • Must have a passion for IT/Enterprise sales.
  • Proven experience in a technical support role, preferably in a service desk or help desk environment.
  • Experience delivering client-focused solutions to customer needs.
  • Familiarity with IT solutions and technologies including computer hardware, software, operating systems, and networking technologies.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all levels of the organization.
  • Customer-focused mindset with a commitment to delivering high-quality service and support.
  • Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
  • ITIL certification or knowledge of IT service management best practices is a plus.
  • Good interpersonal skills
  • Excellent client-facing skills
  • Excellent problem-solving skills
  • Excellence in service delivery, focus on quality and attention to detail.
  • Ability to multitask, prioritize and meet deadlines on a consistent basis.
  • Drive to deliver exceptional customer service.
  • Ability to respond promptly to issues and handle complaints.
  • Ability to work under pressure.
  • Enthusiastic and self-motivated.

How to Apply
Interested and qualified candidates should send their CV to: the provided email address using the Job Title as the subject of the email.

Responsibilities
Qualifications
  • Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • Up to 5 years related work experience in service desk management.
  • Must have a passion for IT/Enterprise sales.
  • Proven experience in a technical support role, preferably in a service desk or help desk environment.
  • Experience delivering client-focused solutions to customer needs.
  • Familiarity with IT solutions and technologies including computer hardware, software, operating systems, and networking technologies.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all levels of the organization.
  • Customer-focused mindset with a commitment to delivering high-quality service and support.
  • Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
  • ITIL certification or knowledge of IT service management best practices is a plus.
  • Good interpersonal skills
  • Excellent client-facing skills
  • Excellent problem-solving skills
  • Excellence in service delivery, focus on quality and attention to detail.
  • Ability to multitask, prioritize and meet deadlines on a consistent basis.
  • Drive to deliver exceptional customer service.
  • Ability to respond promptly to issues and handle complaints.
  • Ability to work under pressure.
  • Enthusiastic and self-motivated.

How to Apply
Interested and qualified candidates should send their CV to: the provided email address using the Job Title as the subject of the email.

  • The Service Delivery Manager is responsible for leveraging technical knowledge to drive service sales and the management of service contracts through delivery of exceptional customer service.
  • The Service Delivery Manager is responsible for managing service contracts, facilitating client requests for change, resolving service issues in accordance with SLAs with a goal to ensure service improvement, strengthen client relationships through high level service delivery and ensure the company is positioned for growth.

Key Duties

  • Act as a primary contact for all customer queries and issues.
  • Offer exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally.
  • Lead customer interaction on service-related issues and work with technical teams to ensure quick resolution.
  • Interact with business team to understand service level agreements and communicate the same to team members.
  • Work with the team to develop problem management and service improvement plans.
  • Have detailed knowledge of the services provided to each client account, respond promptly to service desk tickets, phone calls, and emails, providing technical support and guidance to end-users.
  • Monitor issues, track, and ensure issues are resolve in a timely and effective manner.
  • Document all support activities, solutions, and resolutions in the service desk ticketing system for future reference and analysis.
  • Maintain the service desk and the service desk team members continuously evaluating desk efficiency.
  • Collaborate with other IT teams to identify and implement process improvements and enhancements to enhance service delivery and customer satisfaction.
  • Maintain a high level of professionalism, confidentiality, and customer service orientation in all interactions with internal and external stakeholders.
  • Act as a point of escalation point for issues reported to the technical teams and follow up to ensure issues are resolved.
  • Ensure periodic review of service agreements and coordinate timely renewal of agreements.
  • Ensure roll over of service contracts through exceptional customer service delivery.
  • Keep abreast of current and new IT trends and methodologies.
  • Ensure proper reporting and documentation is done. Provide detailed information and broader data to both teams and stakeholders.
  • Maintain documentation for deployments, maintenance, upgrades, and problem resolution activities.

Services Sales:

  • Manage the client relationship from a service quality and operations perspective and ensure the company delivers to its service level agreements at the minimum.
  • Identify potential customers through lead generation and qualification activities.
    • Consult with potential clients to understand their IT needs and challenges.
    • Develop customized proposals that showcase relevant IT services and their value proposition.
    • Present solutions to clients in a clear and concise manner
    • Negotiate contracts and pricing to close deals.
    • Track sales activity and report on progress towards assigned sales goals.

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Business, strategic management jobs

Human resources, talent development, recruiting industry jobs

Mid-level jobs

Jobs in Lagos

Jobs in Nigeria

Business, strategic management jobs in Lagos

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