IT Service Delivery Manager
7 days ago
This role plays a vital part in ensuring the seamless delivery of IT services to stakeholders and clients. The Service Delivery Coordinator will be responsible for coordinating with various IT teams, managing service requests, and maintaining service level agreements (SLAs). This position requires strong analytical skills, attention to detail, and excellent communication abilities to ensure that IT services are delivered promptly, efficiently, and align with the business' strategic objectives.
The ideal candidate will have a solid understanding of IT service management frameworks and methodologies, as well as experience working with IT service management tools such as ServiceNow or Jira. Additionally, this individual should possess strong problem-solving skills, the ability to work under pressure, and excellent time management skills. The Service Delivery Coordinator will also serve as the primary point of contact for incident escalations and resolution, making it essential to have strong customer service and relationship management skills.
Key Responsibilities:
- Oversee the end-to-end delivery of IT services and ensure they meet or exceed SLAs.
- Coordinate and manage service requests, incidents, and changes through the IT service management tool.
- Track and monitor service delivery metrics and performance indicators.
- Serve as the primary point of contact for incident escalations and resolution.
- Facilitate problem management processes, including root cause analysis and preventive measures.
- Coordinate with technical teams to ensure timely resolution of incidents and problems.
- Manage and coordinate IT change requests to minimize impact on operations.
- Ensure that changes are implemented in a controlled and compliant manner.
- Support release management activities, including scheduling and communication.
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