We are representing our client (An established IT technology provider) to look for an experienced Assistant Service Delivery Manager to lead and oversee the efficient operation and maintenance of IT Systems. The Service Delivery Manager is responsible for ensuring the efficient operation, maintenance, and continuous improvement of IT systems and services. This role involves managing service delivery teams, overseeing vendors, ensuring compliance with SLAs, and maintaining high standards of system reliability and security.
Requirements
Team Leadership & Management
- Lead, mentor, and motivate a team of at least 5 members (Level 1 and Level 2 support).
- Foster a collaborative and high-performance work environment.
Service Operations & Maintenance
- Oversee day-to-day IT system operations and ensure compliance with security and safety standards.
- Develop and manage preventive maintenance programs.
- Coordinate and manage maintenance schedules, change requests, service requests, and repairs.
Asset & Documentation Management
- Track and manage IT assets effectively.
- Maintain accurate documentation and records to support compliance and audit requirements.
- Prepare and deliver reports such as incident reports, maintenance reports, and other O&M documentation.
Vendor & Sub-Contractor Management
- Collaborate with external service providers and contractors as needed.
- Negotiate contracts and manage vendor relationships.
- Ensure subcontractor performance meets contractual obligations.
Service Level & Performance Monitoring
- Monitor and maintain Service Level Agreements (SLAs).
- Implement performance improvement initiatives where necessary.
Financial Management
- Manage budgets and ensure cost control for service delivery operations.
Customer Engagement
- Act as the primary point of contact for customers regarding service delivery matters.
- Ensure timely communication and resolution of issues.
Requirement
- Minimum 3-4 years of experience in IT System Operation & Maintenance (O&M) roles.
- Strong knowledge of maintenance best practices and IT service management.
- Good understanding and practical application of ITIL framework.
- Excellent leadership and team management skills.
- Strong problem-solving and decision-making abilities.
- Proficient in both written and spoken English.
- Effective communication and stakeholder management skills.
- Proactive, self-driven, and able to work independently.
- Ability to manage multiple priorities under pressure.
