Service Delivery Manager I

Job Overview

This role serves as the primary point of contact for clients, overseeing daily operations related to Service Desk, Security Administration, Deskside support, Technical Staffing, and Business Process Outsourcing (BPO) services. The position demands leadership in guiding and mentoring teams, integrating best practices, driving process enhancements, managing project scope change, supporting new client initiatives, and assisting invoicing processes.

Key Responsibilities

• Serve as the main liaison (Single Point of Contact) for client engagements.
• Oversee daily service delivery across multiple functions including Service Desk and BPO services.
• Lead team members by providing direction, coaching, and mentorship.
• Apply, monitor, and maintain adherence to industry best practices.
• Identify and implement process improvements to enhance service quality.
• Manage contractual scope and handle changes effectively.
• Support launch activities for new business opportunities with clients.
• Collaborate on invoicing and billing tasks.

Required Qualifications and Skills

• Preferably hold a bachelor's degree or an equivalent four-year qualification.
• Possess 2-3 years of relevant experience in IT or BPO management or operations roles.
• Demonstrate thorough understanding of dynamics within IT or BPO industries.
• Exhibit strong critical thinking and problem-solving aptitudes.
• Display resilience and capability in managing uncertain or ambiguous scenarios.
• Maintain excellent interpersonal and relationship management skills.
• Superior communication capabilities both verbal and written, including presentation skills.
• Strong collaboration skills and ability to lead teams effectively.
• Efficient time and project management competencies.
• ITIL Foundation certification or experience is advantageous for IT service delivery roles.
• Commitment to attendance and following schedules is mandatory.
• Willingness to travel as part of job requirements.
• May need to undertake additional training for specific projects.

Additional Information

The job description provides a general outline of primary duties and is not exhaustive. Employees may be expected to perform other tasks as necessary within the scope of their role.