Service Delivery Manager

Oct 14, 2026 2 hr. ago

JOB DESCRIPTION:

Maintain strong and positive relationships with Microgenesis Clients.
Implement best practices in help desk and IT support.
Conduct weekly customer meetings to discuss SLA targets, deviations, needs for improvements and other opportunities.
Collaborate with the Service team and conduct forecasting, capacity, capability, availability and resource planning.
Identifying new customer needs and overseeing service delivery within the business context.
Leading the delivery team, managing conflicts, and ensuring the team's processes and tasks are carried out efficiently.
Managing finances and budgets.
Determining ways to reduce costs without sacrificing customer satisfaction.
Collaborate with Sales/Marketing and conduct quarterly customer survey.
Assessing customer feedback and using your creativity to establish, improve, and refine services.
Remaining organized and meeting deadlines.
Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
Create and update a service catalog to ensure that Microgenesis service offerings are up to date and within scope.
Collaborate with Vendors and ensure the timely delivery of solutions.

QUALIFICATIONS AND SKILLSETS

A strong understanding of service management principles, frameworks (e.g., ITIL), and best practices to ensure efficient and effective service delivery.
Proficiency in project management methodologies and tools to plan, execute, and monitor service delivery projects, ensuring they are completed on time, within budget, and meet customer requirements.
A solid understanding of the services being delivered, including technical aspects and related technologies.
Ability to identify and analyze problems, develop innovative solutions, and make sound decisions to ensure the smooth delivery of services.
Excellent verbal and written communication skills to effectively interact with customers, team members and stakeholders.
Managing relationships with external vendors and suppliers, negotiating contracts, and ensuring compliance with service level agreements.
Identifying and assessing risks associated with service delivery, developing risk mitigation strategies, and implementing appropriate controls to minimize potential disruptions.
Ability to adapt to changing circumstances, handle multiple priorities simultaneously, and work effectively under pressure.

BENEFITS

Work Location: In person

Job Type: Full-time

Skills