Service Delivery Manager

Job Summary

The Service Delivery Manager plays a crucial role in continuously enhancing and expanding the features of platforms provided by ST eSERV. This position involves identifying customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. Collaborating closely with customers, partners, and vendors to create a cutting-edge learning ecosystem. The Service Delivery Manager is responsible for demonstrating a deep understanding of the learning platform and staying updated with new learning technologies to provide informed recommendations. This role requires a blend of technical expertise and innovative thinking to ensure the platforms meet the evolving needs of users and stay at the forefront of educational technology advancements.

Key Accountabilities / Responsibilities

Service Management

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analysing third-party as well as internal processes and creating strategies for service delivery optimisation.

Platform Development and Troubleshooting

• Overseeing the development of new functionalities and troubleshooting existing features on ST eSERV platforms.
• Assisting customers with functionality issues and providing technical support as needed.
• Performing regular maintenance on customer platforms, including upgrading OS, modules, and applications.

Cloud Deployment and Maintenance

• Deploying and managing applications using AWS or equivalent cloud services such as EC2, ECS, EFS, ElasticCache, RDS, and S3.
• Ensuring regular updates and maintenance tasks are performed efficiently.

Automation Development

• Developing and maintaining automation scripts and workflows to enhance platform functionality, streamline processes, and improve efficiency across various aspects of the development lifecycle.
• Collaborating with cross-functional teams to identify opportunities for automation and develop solutions that address business needs and technical requirements.
• Designing and implementing automated testing frameworks and procedures to ensure the quality and reliability of software applications.

Technology Integration and Solution Design

• Researching and acquiring new and cutting-edge technologies to enhance platform capabilities.
• Transforming design concepts into concrete solutions by collecting business and system requirements, writing specifications, and developing project schedules and rollout plans.
• Delivering solution designs and proof of concepts (POCs) as needed.
• Ensuring long-term architectural and performance strategies are considered in all design and coding solutions.
• Writing clean, efficient code and completing thorough documentation and unit tests for systems and applications.
• Converting project specifications and procedures into detailed logical flow charts for coding.

Quality and Performance Optimisation

• Collaborating with Quality Assurance (QA) teams during the testing process and reviewing QA documentation to ensure high-quality deliverables.
• Developing, maintaining, and following design and development standards and documentation.
• Planning, developing, testing, and implementing software upgrades and new features.
• Participating in regular reviews and retrospectives to continuously improve development processes and outcomes.
• Participating in incident response and postmortem activities to identify and address the root causes of issues and prevent future occurrences.
• Continuously monitoring and optimising platform performance to ensure fast, reliable, and scalable solutions.
• Implementing and adhering to security best practices in all development and deployment activities to protect customer data and platform integrity.
• Recommending methods of improvement and ensuring that actions are implemented on time for service delivery upgrades.
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

A successful candidate must be able to:

• Collaborate effectively with IT & HR business partners, Technical Project Managers, Development & infrastructure teams to define and deliver customized solutions for the learning platform.
• Lead the efficient and successful delivery of large, complex projects, ensuring they are completed on time and within budget.
• Proactively identify potential bottlenecks, provide effective escalation management, and strike a balance between business needs and technical constraints.
• Identify, assess, track, and mitigate issues and risks at various levels, ensuring they are addressed promptly to minimize impact on project timelines and objectives.
• Create, maintain, and communicate project information to stakeholders, keeping them informed and engaged throughout the project lifecycle.
• Foster effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities, driving towards common project goals and objectives.

Job Specifications

Education: Bachelors in Computer Science, Computer Engineering, Information Systems, or other technical related degree.

Experience:

• 1 to 3 years of hands-on experience in IT project management and professional software development, with consideration for recent graduates eager to enter the field.
• Demonstrated proficiency in analytical thinking and object-oriented design principles.
• Extensive development experience utilising one or more Object-Oriented Languages.
• Proficiency in software development using PHP, ASP.net (C#), HTML5, CSS3, and JavaScript.
• Competence in database management across platforms including MySQL, MS SQL Server, and MongoDB.

Optional:

• PMI Project Management Professional (PMP) or Prince 2 certification.
• Experience in deploying and managing AWS/Google Cloud Linux or Windows instances.
• Proficient in Outsystems Low Code Based Platform.