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Service Delivery manager Job analysis
Job Overview:
The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of IT services to clients or internal stakeholders. They manage service operations, monitor performance, resolve service-related issues, and ensure customer satisfaction.
Key Responsibilities:
Service Management:
- Oversee the end-to-end delivery of IT services.
- Ensure all SLAs (Service Level Agreements) and KPIs are met.
- Manage service incidents, problems, and escalations to resolution.
Customer Relationship Management:
- Act as the main point of contact for stakeholders or clients.
- Conduct regular meetings to review service performance and gather feedback.
- Ensure client satisfaction through proactive service delivery.
Process Improvement:
- Identify gaps in service delivery and develop strategies for improvement.
- Optimize service delivery processes for efficiency and quality.
- Implement ITIL-based best practices for incident, problem, and change management.
Resource Management:
- Coordinate with IT teams and vendors to ensure proper resource allocation.
- Manage service budgets and costs effectively.
Reporting and Documentation:
- Prepare performance reports to track service delivery metrics.
- Document service incidents, problem resolutions, and improvement strategies.
Daily Tasks:
- Monitor service performance and address issues that arise.
- Conduct service reviews with clients or departments.
- Manage escalations and coordinate resources to resolve critical incidents.
- Review and update service-related documentation and SLAs.
- Analyze performance metrics and identify improvement opportunities.
Skills:
1. Computer Skills:
- IT Service Management (ITSM) tools: ServiceNow, BMC Remedy, JIRA Service Desk.
- Reporting tools: Excel, Power BI, Tableau.
- Basic understanding of networks, servers, and cloud platforms.
2. Language Skills:
- Proficient in English (written and verbal) for stakeholder communication.
- Ability to create comprehensive service performance reports.
3. Job Technical (Functional) Skills:
- ITIL framework knowledge for service delivery and incident management.
- Managing SLAs, KPIs, and service contracts.
- Root cause analysis and continuous process improvement.
4. Interpersonal Skills:
- Communication: Effective client and team communication.
- Problem-Solving: Address escalations quickly and professionally.
- Leadership: Manage service teams and collaborate with stakeholders.
- Time Management: Prioritizing tasks for timely issue resolution.
Job Specifications:
- Education: Bachelor’s degree in IT, Business Management, or related field.
- Experience: 3–5 years in IT service delivery or IT operations.
- Certifications: ITIL Foundation (mandatory); ITIL Intermediate or PMP (preferred).
Performance Metrics:
- SLA adherence percentage.
- Incident resolution time and backlog reduction.
- Customer satisfaction scores (CSAT).
Work Environment:
- Office-based, with occasional travel to client locations.
- Requires flexibility for handling escalations after hours.