Service Delivery Manager (ITSM)

Job Responsibilities

• Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
• Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
• Establish and adhere to customer support case management practices, including meeting defined SLAs.
• Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
• Work toward Service Desk or ISO related Certifications
• Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
• Analyse, implement improvement and report on support metrics, business impact, customer im...