Service Delivery Manager

Service Orientation:

• Establishes and maintains strong relationships with stakeholders.
• Proactively anticipates customer needs/demand and challenges, offering solutions before the customer identifies them.
• Regularly gathers feedback from users on service quality and responsiveness.
• Develop, negotiate, and manage SLAs and operational level agreements (OLAs) in collaboration with stakeholders.
• Ensure that SLAs are aligned with business objectives and monitor compliance against agreed targets.

Leadership and Team Management:

• Provides clear direction and supports team members in their roles.
• Conducts regular performance reviews and provides constructive feedback.
• Recognizes and rewards team contributions and successes.
• Supports the preparation and management of budgets, monitor expenses across our IT Partners/Services.
• Ensure cost-effective service delivery operations.

Stakeholder Engagement and Communication Skills:

• Act as the primary interface between business stakeholders and the IT service delivery team.
• Point of contact for escalations regarding Service Performance levels and Major Incidents.
• Build and maintain strong relationships with customers to ensure their needs and expectations are met.
• Regional point of contact to accept, assess and manage Demand from business stakeholders, on point to facilitate Service Transition of new IT services in region.
• Presents complex information in a straightforward manner to different audiences.
• Facilitates open dialogue and encourages feedback from team members and stakeholders.
• Prepares comprehensive reports and documentation for management review.

Analytical and Problem-Solving Skills:

• Utilizes metrics and KPIs to evaluate service performance and identify areas for improvement.
• Conducts root cause analysis on incidents and problems to prevent recurrence.
• Uses critical thinking to assess situations and propose feasible solutions effectively.

Knowledge of IT Service Management Frameworks:

• Demonstrates familiarity with ITIL processes and methodologies.
• Applies ITSM best practices to manage incidents, problems, changes, and service requests effectively.
• Participates in and contributes to process improvement initiatives.
• Act as the regional Service Management champion, provide education and training to service stakeholder as required to support and embed Service Management behaviors.
• Foster a culture of continuous learning and development.

Service Management:

• Ensure consistent delivery of high-quality IT services.
• Oversee the IT service delivery process to enhance client satisfaction.
• Participate in SIAM Governance representing regions in daily\weekly\monthly operational, service and practice performance reviews and reporting.
• Lead the response to major incidents and service disruptions, coordinating resolution efforts across teams and creating/driving RCA's post incident (this SDM role will perform the Major Incident Mgmt. role, with out of hours/follow the sun coverage required).

Risk Management:

• Conducts risk assessments for service impacts and takes proactive measures to address them.
• Monitors compliance with internal policies and external regulations to minimize risks.
• Develops contingency plans to address potential service disruptions.

Technology & Process Innovation:

• Help identify and implement tools and technologies that support SIAM processes and efficiencies.
• Stay current with industry trends and emerging technologies relevant to Service Management and SIAM.
• Support Caldic's ITSM Toolset, drive initiatives to improve process automation, service delivery efficiency, and end-user experience.

Service Operations (ITIL Framework):

• Escalation point for incidents in region (includes performing the role of Major Incident Manager.) and covering for other regions. Drive dispute resolution (managing conflicts between service providers/internal teams).