IT Service Delivery Manager

Responsibilities:

. Manage the performance of services and ensure that Service Levels are achieved for Security and Access Control Systems

. Assist to formulate ITSM policies and processes

. Management of IT and cyber incidents and notifications

. Engaging the customer and/or vendors to ensure the smooth delivery of services when required

. Communicate effectively on technical and business issues to both internal team members and customer

. Engage customer proactively and provide timely response or updates to customer, where required.

. Provide Service Performance Reports at agreed schedule

. Oversee and control the efficiency of the Systems Operations

. Plan and execute operations and new projects

. Lead and mentor a team of engineers in the operations and support of both the IT and OT systems.

. Ensure that all processes and procedures are followed

. Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues

. Lead the troubleshooting and performing of root causes failure analysis for infrastructures issues

. Accountable and manage change management, patch management and configuration management for system operations

. Handle and manage major incidents and ensure that incidents are closed within SLA.

Requirements:

. At least 8 years experience in IT Service Management

. Preference to have experience in handling Security and Access Control Systems or related fields.

. ITIL 4 certification

. Diploma and above in IT / Software / Engineering fields

. Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services

. Good communication skills, keen to learn and a team player

. Experience with contract and vendor management

. Ability to work independently, plan and provide system solution

. Ability to manage stakeholders and vendors