The IT Service Delivery Manager is responsible for ensuring seamless delivery of services to clients. This role involves leading project teams, resolving reliability issues, monitoring progress, tracking KPIs, and managing budgets. The IT Service Delivery Manager plays a crucial role in enhancing user experience by delivering high-quality services that meet and exceed customer expectations.
Responsibilities:
- Lead the end-to-end delivery of services/projects, taking full ownership from handover to closure.
- Manage the timely, budget-conscious, and high-quality delivery of services/projects within the contract scope.
- Collaborate with client’s service lines, support functions, and subcontractors to ensure smooth implementation and operation of services/projects.
- Engage with business units to understand their needs and develop strategies to meet them.
- Maintain strong relationships with business units and act as their primary contact throughout the service/project lifecycle.
- Monitor and resolve IT service tickets and complaints within SLA limits.
- Oversee services/projects, including schedule, budget, scope, and quality, and prepare status reports.
- Monitor IT service metrics and implement solutions for performance issues.
- Control costs, manage variations, and provide financial forecasts.
- Identify and mitigate risks, and capitalize on opportunities.
- Ensure systems, procedures, and methodologies support outstanding service delivery.
- Collaborate with technical design teams to set standards for software, hardware, and security.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Proven experience as a Service Delivery Manager or similar role in the IT industry.
- Extensive experience in managing IT service delivery and projects.
- Strong leadership and problem-solving skills.
- Proficiency in tracking KPIs and managing budgets.
- Excellent communication and interpersonal skills.
- Ability to manage costs, handle variations, and provide financial forecasts.
- Strong risk management skills.
- Knowledge of service delivery processes and methodologies.
- Ability to collaborate effectively with various stakeholders.
- ITIL certification or similar is preferred.
- PMP or similar project management certification is a plus.
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Strong organizational skills and attention to details
We offer:
- Flexible working format - remote, office-based or flexible
- A competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
Turkey
