As a Service Delivery Manager at COSMOTE Global Solutions, you will be responsible for overseeing and ensuring the efficient delivery of IT services to meet agreed client requirements and service level agreements (SLAs).
Key Responsibilities
Manage the end-to-end service delivery processes for IT services and solutions
Act as the primary contact for clients regarding service delivery issues, ensuring high levels of client satisfaction
Monitor and report on service performance, managing SLAs and KPIs effectively
Coordinate with internal technical teams and external vendors to resolve service issues promptly
Lead continuous improvement initiatives to enhance service quality and operational efficiency
Manage service delivery escalations and ensure timely resolution
Develop and maintain service delivery documentation, processes, and best practices
Collaborate with project managers to ensure smooth transition of new services from project to live operations
Support budgeting and forecasting activities related to service delivery
Requirements
Bachelor's degree in Information Technology, Computer Science, or a related field
Minimum Qualification: ITIL v4 Foundation
Bachelors' Degree an IT discipline
Preferred Qualifications: ITIL Expert Level & an Agile Service Manager certification
5+ years of relevant experience
At least B2 TEFL or higher in English
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