Job Title: Service Delivery Manager Industry: IT Solutions L | Null

Job Title: Service Delivery Manager
Industry: IT Solutions
Location: Lekki Phase 1, Lagos State

Job Summary:
The role will be responsible for the management and support of client-facing requests comprising of incidents, problems, escalations, changes, and service requests, through successful completion and end-user satisfaction. Working alongside a multi-functional technical and project team, the person will deliver first-class customer service and business support to deliver company’s vision, values, and corporate plan.

Job Description:
• Owner of the Incident, Request, Escalation, and Problem processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
• Work closely with the technical team on IT support and services delivery and Development on the incident and problem management.
• Coordinating the activities of the Servicedesk on the incident management process, ensuring all incidents are logged and resolved accordingly.
• Monitor, control, audit, and support all Service Delivery functions ensuring systems, methodologies, and procedures are in place and followed.

Education Qualification & Skills
• ITIL V3 or V4 certified
• Project Management skills and certification added advantages.
• Minimum of 4 years’ experience in IT services delivery and Management.
• Expert knowledge of ITIL disciplines
• Strong IT background with experience in Service desk practice and application as well as other IT-related backgrounds.
• Be able to create, implement and develop existing and new procedures
• Have proficient leadership, organizational and supervisory skills
• Able to demonstrate a high degree of flexibility including shift and out-of-hours working.
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Experience in managing 3rd parties and 3rd party delivered services
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Remuneration: Attractive

Qualified candidates can apply to recruitwithdami@gmail.com with job title as subject of the mail.