Job Summary
The Service Delivery Manager plays a key role in ensuring uninterrupted operations for the assigned hospital project. You will be responsible for overseeing daily operational activities, monitoring SLA performance, and leading the Service Delivery Engineers team. Your leadership directly contributes to enhancing the end-user experience by ensuring the seamless delivery of high-quality services that consistently meet and exceed customer expectations.
Responsibilities
- Ensure smooth Service Delivery Operations within the assigned projects
- Be accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Maintain high-performing service support functions, including an IT Service Desk, Desktop Support, and VIP Support
- Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required
- Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review
- Monitor, control, and support service delivery ensuring systems, methodologies, and procedures are in place and followed
- Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes meeting
- Lead the team to a continuous service improvement program
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion promptly
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
- Provide regular and accurate management reporting
- Responsible for staff management, including recruitment, mentoring, training, target setting, and performance assessment
- Perform any other duties as assigned
Requirements
- Must have at least 5 years of experience in Service Delivery
- Excellent leadership and people management skills
- Excellent written and verbal communication skills
- Willingness to support and mentor junior staff.
- Excellent customer-facing/customer service skills.
- Able to work under pressure and meet deadlines.
- Able to demonstrate a high degree of flexibility, including out-of-hours working.
- Excellent organisational skills
- Self-motivated and able to take responsibility.
- Able to manage and prioritise tasks and time efficiently.
- Able to demonstrate initiative and a proactive approach to daily tasks.
This role follows a 5.5-day work week schedule. Please apply only if you are comfortable with this arrangement.
