IT Software Service Delivery Manager

Job Description

Customer Service Management

• Delivering a comprehensive service to customers
• Delegating customer enquiries to specific teams
• Keeping Records of customer interaction and details of action taken
• Communicating with internal team to discuss client's feedback

Incident Management

• Restoring normal service operation as quickly as possible and to minimize the impact on business operation, thus ensuring that the best possible levels of service quality and availability are maintained
• Accountable for efficiency and effectiveness of the Service Delivery over the life cycle of the Incident.
• Point Contact for Negative Assessments
• Align the customer expectation within SLA's
• Ensure the SKMS (Service Knowledge Management System) has current information for the application and Services
• Responsible for communication with the Incident Manager and Inc...