Service Delivery Manager

Primary Responsibilities include:

1. Service Delivery Management:

• Ensure compliance with the procedures, instructions, KPIs, and support contract commitments;
• Lead an onboarding process of the client during the production launch;
• Сommunicate with the client via telephone, e-mail, or IM to report the current status of the issues;
• Oversee the resolution of major incidents, ensuring timely communication and resolution;
• Take responsibility for completing the support contract conditions;

2. Process management:

• Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team;
• Manage the process of investigation of the technical issues;

3. People management:

• Manage a project support group in the Maintenance and Support department;
• Organize and manage the workload of the team and their backlog;

4. Service Improvement:

• Identify opportunities for process improvements and implement best practices to enhance service delivery;
• Identify opportunities to enhance the teams' active monitoring and reporting;
• Report on key performance indicators (KPIs) with the required stakeholders;

Requirements

Requirements and Professional Qualifications

• 3+ years of experience in IT Service delivery management;
• Strong understanding of ITIL framework;
• Knowledge of DevOps and SRE principals, software development lifecycle;
• Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences;
• Strong analytical and problem-solving skills;
• Strong leadership skills
• Experience in participation in projects in the field of development, deployment, and maintenance of the product;
• Experience in commercial software deployment;
• Experience in project management\ understanding of methodologies is a plus;
• Knowledge of the financial software for trading is a plus;

Educational Requirements :

• Bachelor’s or Master’s Degree in IT or relevant experience;
• ITIL certification is a plus;