Service Delivery Manager Bits Secure I.T Infrastructure LLC

Job Description

Roles & Responsibilities

Desired Candidate Profile

• Service Performance & SLA Management:
• Monitor and report on service performance against Service Level Agreements (SLAs).
• Take proactive steps to prevent service failures and resolve incidents when they occur.
• Team Leadership & Coordination:
• Manage and guide a team of service delivery staff, including technicians, engineers, or support agents.
• Collaborate with internal teams (e.g., IT, support, development) to align service delivery with business objectives.
• Process Improvement:
• Identify inefficiencies in current processes and implement improvements to enhance service quality and operational efficiency.
• Implement ITIL or other best practices where applicable.
• Reporting & Documentation:
• Produce regular performance reports, dashboards, and executive summaries.
• Maintain documentation for procedures, SLAs, and service reviews.

o Responsible for assigning tickets to the respective agents

• Project Coordination:
• Participate in or lead projects related to service transitions, upgrades, or implementations.
• Ensure successful handover from project phase to ongoing service delivery.

Required Skills & Qualifications:

• Bachelor’s degree in IT, Business Administration, or related field.
• 4+ years of experience in service delivery or operations management, preferably in IT or technology-driven environments.
• Excellent communication, leadership, and customer service skills.
• Proven ability to manage teams and client expectations effectively.
• Strong analytical and problem-solving capabilities.

Key Performance Indicators (KPIs):

• SLA compliance rate
• Incident resolution times
• Team performance metrics

Process improvement implementation