Reporting to the Operations Director, the Service Delivery Manager is accountable for proactively managing the Technical Services teams which includes Dispatch, L1 to L3 Service Desk Engineers, Technical Alignment, vCIO, Professional Services and Project Delivery. The SDM is accountable for all the activities and responsibilities of the team.
The Service Delivery Manager (SDM) will work closely with internal teams, stakeholders, and customers to ensure that services are delivered as per the agreed SLAs, and that client satisfaction is maximized.
1. Service Delivery Management:
o Oversee the end-to-end delivery of services for our clients, ensuring that all contractual obligations are met in a timely and efficient manner.
o Monitor and report on service performance, identifying opportunities for service improvement and cost efficiency.
o Ensure that Service Level Agreements (SLAs) are met and work to exceed customer expectations.
o Act as the main point of contact for clients for any service-related issues, escalating concerns as needed.
o Manage service delivery teams, ensuring clear communication and expectations are set across all departments.
o Collaborate with clients to understand their requirements, translating them into actionable delivery plans.
2. Client Relationship Management:
o Build and maintain strong, long-lasting relationships with key clients, ensuring high levels of customer satisfaction and trust.
o Proactively engage with clients to resolve issues, provide updates, and gather feedback for service improvement.
o Conduct regular service reviews with clients to discuss performance, challenges, and opportunities for improvement.
o Serve as the client advocate within the organization, ensuring that their voice is heard in decision-making processes.
3. Team Management and Collaboration:
o Lead, manage, and mentor a team of technical professionals, providing guidance and support to ensure the team meets service targets and KPIs.
o Collaborate with cross-functional teams such as client services and sales to ensure smooth service delivery and client satisfaction.
o Ensure the team is properly resourced and trained to meet the demands of the service delivery requirements.
4. Continuous Improvement:
o Identify and implement continuous improvements in service delivery processes, procedures, and tools to drive greater efficiency and customer satisfaction.
o Conduct post-incident reviews and root cause analysis to identify and address service delivery gaps.
o Stay current with industry best practices and service delivery innovations to ensure that Landmark.ie is offering cutting-edge solutions.
o Training plans to upskill, improve and maintain our Microsoft designation.
5. Reporting and Documentation:
o Provide regular updates to senior management on service delivery performance, including KPIs, risks, and issues.
o Maintain accurate documentation on service processes, procedures, and client requirements.
o Prepare detailed reports on service levels, performance metrics, and client feedback for management and clients.
Key Requirements:
Education: Bachelor’s degree in Business, Information Technology, or a related field.
Experience: At least 5 years of experience in a service delivery or client-facing role, with a focus on IT or business services.
Skills & Knowledge:
Strong understanding of service management frameworks such as ITIL, and experience in delivering IT services.
Excellent project management skills, with the ability to manage multiple tasks and priorities simultaneously.
Strong client-facing and communication skills, with a focus on relationship building and problem-solving.
Ability to work effectively across teams and departments, fostering collaboration and teamwork.
Experience in managing service delivery teams and driving performance to meet SLAs.
Technical Proficiency:
Experience with cloud-based services, infrastructure management, and SaaS solutions.
Experience with RMM, MDR, EDR and associated tool sets a bonus.
Knowledge of IT systems and technology, particularly in the context of service delivery.
Previous experience in a technical role or technical certifications essential.
Salary & Benefits:
• Salary commensurate with experience and qualifications
• 24 Days paid annual leave, with an extra day per year of service completed
• Office Based and WFH Hybrid model
• Benefits such as Pension Contribution, Private Healthcare, Education, PHI
• Performance Bonus
• Company Weekend Retreat
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