Senior Service Delivery Manager
3 days ago
**About the Company**:
Dbiz is a high-performing product and engineering company that partners with organizations to build out digital solutions using the right technology at the right time. We pride ourselves on our innovative use of technology in various ways.
**Role Summary**:
**Key Responsibilities**:
- **Program Management**:Manage complex IT programs and projects to ensure timely delivery within scope and budget.
Coordinate with cross-functional teams to meet program milestones.
Oversee the planning, execution, and monitoring of multiple projects to ensure alignment with customer goals.
- **Service Delivery Management**:Ensure the successful and timely delivery of IT services to clients in line with agreed Service Level Agreements (SLAs).
Monitor service performance and implement improvement measures as necessary.
Act as the primary point of contact for escalations and issues, ensuring prompt resolution.
- **Client Relationship Management**:Build and maintain strong relationships with key customers, especially government agencies, to meet their needs and expectations.
Provide regular service updates and gather feedback through frequent client communication.
Identify opportunities to enhance customer satisfaction and retention.
- **Stakeholder and Vendor Management**:Collaborate with internal teams, third-party vendors, and subcontractors to ensure seamless service delivery.
Liaise with government officials to ensure adherence to policies and regulations.
Ensure compliance with contractual obligations and government standards.
- **Performance Management and Reporting**:Regularly review and report on service performance metrics.
Implement continuous improvement initiatives to enhance service quality.
Prepare and present performance reports to senior management and clients.
- **Risk and Issue Management**:Proactively identify potential risks and develop mitigation strategies.
Manage any issues that arise during service delivery to minimize service disruption.
**Qualifications & Experience**:
- Bachelor's degree in IT, Business Administration, or a related field.
- Minimum 5-7 years of experience in IT Project Management, Program Management, and Service Delivery, preferably within a government or regulated environment.
- Excellent communication, negotiation, and stakeholder management skills.
- Familiarity with government procurement processes and regulations is a plus.
**Desired Skills**:
- Strong leadership and team management capabilities.
- Ability to work under pressure and manage multiple priorities.
- Excellent problem-solving skills with a proactive and customer-focused mindset.
- Certification in ITIL, PMP, or equivalent is an advantage.
**Life at Dbiz**:
- Competitive salary and attractive benefits
- Dynamic and innovative work environment
- Opportunities for personal growth and development
- Engaging and collaborative company culture
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