Service Delivery Manager (SDM)

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.