Service Delivery Manager

In this role, you will be the primary point of contact to the LOB (Line of Business) client in dealing with technology service proactive improvements, Relationship Management and overall Service Improvement Programs.

Duties and Responsibilities

Ensuring that the services are performed in accordance with the delivery agreement, standards, obligations, scope and SLA;

Serving as the principal interface between REST Solution and the customers with respect to all issues relating to the services.

Monitoring the adequacy of personnel resources and the adequacy of tools, training and support necessary to meet performance requirements.

Maintaining awareness of the performance of the service delivery within both organizations;

Organizing bridges for major incidents, and Staying reachable 24/7 for potential critical questions from the team.

Driving service improvement through process design and execution, such as Client satisfaction, JML, hardware processes, purchase processes, periodic controls, etc.

Ensuring the right skilled resources are available and the appropriate levels of quality control are in place and are being adopted within the delivery team to meet the requirements of the services specifications.

Building a strong and long partnership with clients: Delivering periodic reports, animating periodic meetings with key employees.

Maintaining appropriate service catalog and contract management.

Requirements:

Located in Mauritius
Be flexible:
Time: Most of the time, will start around 7am (GMT+4). But can start between 5am and 11am depending on the need of the SDM.
Tasks: Prioritizing tasks depending on urgencies
Be on-call
Proficient in English and French (both written and verbal).
3+ years of experience as SDM and Operations management.
Proficient in handling meetings, minutes of meeting, and service delivery reports.
Proficient in handling complaints from clients, and incident reports.
Knowledgeable in managing IT projects (IT infrastructure support, and IT helpdesk support, IT Security support).
Knowledgeable with PowerBI dashboard development.
Proficient in coordinating between clients, Operations managers, team leaders, QA team, and other OPS teams.
Initiate continuous processes and service improvement.