Collaborate with commercial, project, and product teams to understand client business operations, infrastructure design, and environmental setup.
Develop and propose tailored action plans to meet and exceed client-specific service level requirements.
Ticket Management and Service Level Monitoring
Monitor, manage, and resolve tickets and escalations across internal and external stakeholders.
Conduct regular client meetings to address issues and ensure service expectations are met.
Track, report, and ensure consistent achievement of agreed service level metrics.
Service Improvement and Documentation
Perform trend analysis to identify recurring issues and opportunities for improvement.
Recommend and implement corrective and preventive actions.
Develop, own, and drive service improvement plans to enhance service delivery.
Maintain and update the Service Management Plan, ensuring knowledge base articles remain relevant and current.
Service Delivery Reviews and Meetings
Conduct periodic steering committees, incident reviews, and problem management reviews.
Lead regular service delivery reviews to assess performance, identify risks, and evaluate client satisfaction.
Produce and present monthly service performance reports to clients and internal stakeholders.
Possess a minimum of five (5) years of relevant experience in managing service levels of government projects or projects of similar scale.
Proven track record as a Service Delivery Manager (SDM) or Project Manager for IT solution implementations.
Deep understanding of service management principles, frameworks (e.g., ITIL), and best practices, including Incident Management, Change Management, Problem Management, and Release Management.
Strong interpersonal and communication skills, with the ability to build and maintain stakeholder relationships, manage expectations, and ensure satisfaction.
Solid project management skills, with the ability to plan, organize, and coordinate multiple initiatives, resources, and deliverables simultaneously.
Skilled in analyzing complex situations, identifying problems, determining root causes, and proposing effective solutions.
Critical thinker with the ability to make sound decisions under pressure to address service- or solution-related challenges.
Continuous improvement mindset with the ability to proactively identify areas for process enhancement, implement changes, and drive efficiency.
