Information Technology Service Delivery Manager
Current• Act as the bridge and represent the voice of user between key business decision makers and End user Engineering, Product & amp; Project Management, as well as relevant operations and application teams and external vendors• Hold regular meetings with business central points of contact including Central Management, to review service performance and satisfaction, ongoing and imminent projects and initiatives.• Assure business feedback is captured, consolidated and formally fed back into the organization and Balance and negotiate between the needs and requirements of the business and the long-term strategic direction of the IT organization• Assist with the managing incident escalations (including requests for high profile users) as well as service escalations, driving the resolution of escalated issues.• IT service management and Service delivery management of SaaS solutions.• Customer success management• Vendor management and Service integration/continual service improvement.• Manage the Technical Support Specialists by allocating work assignments, defining and establishing schedules, setting priorities, providing support/direction, managing performance and dealing with technical and administrative requirements.• Manage the procurement process for all new endpoint hardware and software ensuring accurate record keeping and auditability.• Develop and implement policies and procedures that are ITIL aligned and compliant with internal policies and procedures• Manage all aspects of office technology support.• Build and manage relationships with business leaders and department heads and incorporate business needs into IT strategic planning.• Prioritize and balance workloads to ensure optimum use of time and resources to ensure 24/7 coverage.• Experience with ITIL processes and the ServiceNow ITSM application. Focus on Incident Management, Problem Management and Request Fulfilment.• Managing 19 + Traders, VIP’s and 600+ users SLA over the MENA region.
