Service Delivery Manager (SDM)

5-7 Years

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Early Applicant

Job Description

Key Responsibilities:

Oversee and manage the delivery of application support and new developments
Ensure adherence to SLAs and governance protocols, maintaining high-quality service delivery
Act as the primary point of contact for stakeholders, facilitating effective communication and addressing escalations promptly
Monitor and manage incident escalations, ensuring resolution within agreed timelines
Coordinate Agile practices, including sprint planning, stand-ups, and retrospective meetings
Collaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectively
Review performance metrics, prepare status reports, and provide updates to DHA stakeholders regularly
Drive continuous improvement initiatives to enhance service efficiency and user satisfaction
Manage team capacity, including cross-training plans, to ensure business continuity
Identify and plan for any additional skill sets or resources required, ensuring alignment with the rate card and budget

Requirements

Bachelor's Degree in Computer Science, Business Administration, or a related field
5+ Years relevant experience
Strong knowledge of ITIL framework and service management practices
Proven experience managing client relationships and understanding client needs
Excellent interpersonal, communication, and leadership skills
Ability to analyze performance metrics and implement changes for continuous improvement
Proficient in using service management tools and reporting systems