Job Description
Key Responsibilities Oversee end-to-end delivery of IT infrastructure, systems integration, and managed services to ensure service quality and client satisfaction. Ensure all services are delivered in accordance with agreed SLAs, KPIs, and contractual commitments. Monitor service performance, identify gaps, and implement continuous improvement initiatives. Serve as the primary point of contact for clients on service delivery matters. Provide guidance, coaching, and mentorship to subordinates on Service Desk support matters as required, ensuring adherence to established processes, service standards, and best practices. Build and maintain strong client relationships, ensuring alignment with business objectives. Conduct regular service review meetings and provide performance reports to stakeholders. Collaborate with project engineers, field support engineers and vendors to ensure smooth onboarding and deployment. Manage change requests, incident escalations, and problem resolution effectively Lead and manage service delivery teams, including engineers and support staff. Allocate resources effectively and ensure team productivity and performance. Provide coaching, mentoring, and performance evaluations. Oversee incident and problem management processes to ensure timely resolution Manage third-party vendors and service providers to ensure service quality and compliance. Negotiate and monitor vendor SLAs and performance. Support contract management, renewals, and identification of upsell/cross-sell opportunities. Maintain proper documentation, reporting, and audit readiness. Requirements Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. 5–10 years of experience in IT operations, service management, technical support, or infrastructure management. Prior experience in a leadership, supervisory, or team management role. Experience managing service-level agreements (SLAs), KPIs, and customer relationships. ITIL 4 Found
