Service Delivery Manager

I. ROLES AND RESPONSIBILITIES

• Manage service performance, SLA compliance, customer communication, and escalation for new network infrastructure set-up operations.

• Own customer relationships & service performance

• SLA/KPI tracking and reporting

• Monthly service reports & quarterly summary reports

• Escalation management (P1/P2 incidents)

• Financial governance (billing, contracts)

• Capacity & roadmap discussions

• Risk and compliance oversight

• Coordination between operations & customer

II. QUALIFICATIONS

• Must be a permanent employee of the bidder

• Must hold a current and valid certifications on the following: ITIL V4 Foundation or higher and Project Management Professional (PMP) or must at least have 35 hours of Project Management training

III. EXPERIENCE

• Must have at least 10 years experience in any IT/Network Infrastructure service management

• Must have at least 5 years experience in managing service delivery teams

• Must have at least 5 years experience in IT/Network Infrastructure vendor management