Service Delivery Manager Local Operations

Job Description

Our company is developing and you can expand your career along with it. Working in a constantly evolving environment, you will act as a Local support Service Delivery Manager, having full ownership of a designated account and being responsible for account performance and business growth management. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT service.

Core Responsibilities:

• Monitor and manage desktop support, to ensure service performance meets customer expectations
• Act as Single Point of Contact (SPOC) for client(s)
• Provide leadership, direction, and coach/mentor team
• Manage the on-site services according to the scope work and changes of scope
• Ensure that systems, procedures, and methodologies are in place to support the expected delivery of agreed services
• Ensure that best business practices are implemented
• Identify service improvements opportunities and ensure implementation of actions that lead to service optimizations
• Ensure the assets in scope for the on-site teams are accurately tracked and registered in the asset management database
• Ensure the local stocks under the responsibility of the on-site teams is kept tidy, the assets are tracked, and stock levels are optimal.
• Ensure the PC lifecycle is managed according to agreed client expectations
• Take ownership of customer complaints related to local support and ensure corrections actions are implemented
• Assist with new launches or new services with client(s)
• Responsible for the invoicing of services
• Ensure financial performance targets are met
• Ensure that project and ad hoc activities are charged to the client either as part of the on-going contract or through a change request form
• Evaluate, classify, and determine impact of change requests
• Develop service dashboards, weekly and monthly reports and ensure data analysis that result into actionable outcomes
• Facilitate and lead weekly/monthly and quarterly service reviews with your team and client
• Provide to management regular reports on service performance

Job Requirements:

• Own and grow your designated account and lead by example.
• Innovate and propose new improvement ideas.
• Develop weekly status reports that will roll up into a monthly report.
• Participate in client meetings including Quarterly Business Review;
• Represent your region in the Quarterly Business Reviews;
• Own the local onboarding of the local workforce;
• Excellent organization and communication skills, flexibility, good time management and ability to follow processes and procedures.
• Proven experience of local IT support
• Good knowledge of hardware, software and infrastructure technologies
• Experience with managing physical and virtual teams
• Excellent customer facing skills
• Minimum of 2-3 years' experience working in an IT management role