Expert Service Delivery Manager

responsible for the effective oversight of service delivery related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish, grow and nurture the customer-centric culture throughout the IT teams.

Responsibilities & Deliverables:

• Develop and nurture relationships and continue to build trusted relationships with business facing functions outside of IT organization via regular monthly meetings and timely, quality communication.

• Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service.

• Respond to, assess and action Client escalations in a timely manner. Follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed to production as required.

• Provide regular Product health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance &/or changes that require client testing/communication/changes.

• Initiate / drive projects towards cost savings + revenue growth and the product roadmap for your respective LOB's.

• Improve Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity.

• Work to ensure timely service restoration and problem resolution of complex and/or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required.

• Understand and explain project expectations through Transition to Support activities for new initiatives and ensure proper oversights of ongoing Operations via LOB health dashboards.

• Operationalize risk register including tracking and governance.

• Continually Improve the overall Service Level Management Process

• Continually look at ways to improve the overall customer experience.

• Be an advocate for both the Business and the IT organization, ensuring alignment across organizational boundaries.

• Bring Business knowledge into the IT organization, broadening business knowledge.

• Work with other ITSM process areas to ensure processes and workflows align with business requirements.

• Single point of contact for business.

• Trend analysis in incidents and drive for an improved customer experience

• An active facilitator between different functions and business units driving improved service stability and ensuring a smooth transition to operations.

• SDM performance will be measured against such KPIs as completion of regular Service Reviews with business, project risk detection and remediation through effective Transition-to- assessment and Major Incident Business communication is timely and consumable by the business.

• Generate regular reports, analyse and identify trends for process improvement as required.

Required Experience:

• 10-15 years of Overall IT experience
• Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 Certification desirable
• Demonstrate evidence of influencing positive change within a Service Management environment
• Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
• Solid relationship management and performance management skills.
• An ability to manage conflict/difficult situations in a fast-paced dynamic environment.
• Superior knowledge of the Incident Management, Major Incident & Communication Processes.
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real-time environment.
• Strong problem-solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
• Demonstrated high level of personal motivation and a strong commitment to customer service.
• Demonstrated ability to manage and develop key relationships, especially across LOB, Technical teams and customer.
• Ability to hold technical discussions with customer and internal teams.
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences
• Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial.
• Proven ability to perform and manage priorities within a consistent high-pressure, complex environment.
• Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management.
• Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
• Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means.
• Strong data lead mindset and reporting skills, hands on experience with ServiceNow dashboards, other reporting tools and PowerBI.
• Deep understanding of ServiceNow CMDB - demonstrated experience of utilizing CMDB and contributing to its quality.
• Scrum Master experience, knowledge of agile delivery methodologies - preferred.
• Available 7/24 for escalations
• Business analysis/cost analysis experience is desired.
• Experience with cost estimating tools like Apptio