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Job Overview

The Service Delivery Manager will oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and service level agreements.

Main Responsibilities

  • Service Delivery Oversight
    • Manage and monitor the delivery of desktop IT concierge services to meet client needs and standards.
    • Identify areas for improvement and proactively address any deviations from agreed-upon quality metrics.
  • Team Leadership
    • Lead, mentor, and develop a team of IT support professionals, fostering a culture of excellence and continuous learning.
    • Conduct regular performance reviews, provide coaching, and help team members achieve their full potential.
  • Client Relationship Management
    • Act as the primary point of contact for clients, ensuring their requirements are met and their expectations are exceeded.
    • Address and resolve client concerns promptly, maintaining high levels of satisfaction and loyalty.
  • Incident and Request Management
    • Oversee the resolution of desktop and end-user support incidents, providing timely and effective responses.
    • Develop and implement efficient processes for handling service requests, prioritizing customer experience and satisfaction.
  • Process Optimization
    • Design, implement, and enforce standard operating procedures (SOPs) for desktop IT concierge services.
    • Continuously review and improve workflows to enhance service delivery efficiency, effectiveness, and quality.
  • Reporting and Analytics
    • Generate regular reports on service performance, SLA compliance, and client satisfaction.
    • Analyze data to identify trends, root causes of issues, and opportunities for improvement.
  • Technology Integration
    • Evaluate and integrate new tools and technologies into the desktop support environment.
    • Stay up-to-date on emerging trends and innovations in IT service management to incorporate best practices.
  • Budget and Resource Planning
    • Allocate resources effectively to meet current and future client demands.
    • Plan and coordinate resource allocation to optimize service delivery and minimize costs.