Service Delivery manager Job analysis

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 بسم الله الرحمن الرحيم

التحليل الوظيفى 

TOR

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:

  1. 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.

  2. 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.

  3. 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.

  4. Resource Management:

    • Coordinate with IT teams and vendors to ensure proper resource allocation.
    • Manage service budgets and costs effectively.

  5. 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.

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