About this role
The Senior Service Delivery Manager is responsible for managing day to day support of large-scale maintenance projects meeting customer’s requirements and service level agreements.
The activities include:
to ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closureto assist the Program Manager to train and guide junior team members.Project Delivery
Act as a focal point for all support related queries and issuesReview transition plans, enhancement milestones and deliverables in consultation with support teams and customerReview with support team to ensure that all support tasks and deliverables meet quality and service levelsEnsure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customerNotify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)Review and approve service request/enhancement effort, schedules and risk plansReview and raise resource requirementResponsible for resource forecasting and planningReview, monitor and report project health statusCustomer/Vendor Management
Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operationsEnsure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframesBusiness Development
Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunityBe involved in pre-sale activitiesTeam Management
Delegate tasks effectively by providing clear and specific instructions and goalsPlan, track and monitor the tasks assigned to the team leader/ membersParticipate in leadership activities and providing performance feedback and developmental coachingMonitor and improve team performance, providing leadership, coaching, and performance management Typically 7 years IT project management experiencePMP (Project Management Professional), PRINCE2, or Agile/Scrum Master certification is preferred.Strong knowledge in process improvement methodologies and toolsUnderstanding of Software Development Lifecycle (SDLC)Degree in Information Systems, Computer Science or equivalentSelf-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.Able to lead, develop and maintain respectful and trusting relationshipProficient in written and spoken EnglishAble to travel as required We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
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