Service Delivery Manager

2 weeks ago

Lahore Johar Town, Pakistan Sharp Brains - Global IT Support Full time $40,000 - $60,000 per year

Role Title: Service Delivery Manager

Location: Onsite in Johar Town, Lahore

Shift: 12-hour rotational shifts

Company Description:

Sharp Brains is an IT Services & Solutions Provider based in the UK, offering comprehensive IT and software solutions for businesses. Our dedicated, highly-skilled teams deliver on-demand and managed technical support worldwide, 24/7, tailored to meet the dynamic and challenging needs of our clients. We aim to be the most innovative IT managed services provider, upholding values of trust, expertise, and simplicity.

Role Description:

As a Service Delivery Manager, you will be responsible for coordinating the efficient deployment of IT support engineers to client sites, maintaining client satisfaction, managing project timelines, and ensuring high service quality. This role requires client interaction, telecom experience, and expertise in IT customer support.

Key Responsibilities:

  1. IT Engineer Deployment:

  2. Plan and manage the assignment of IT engineers to client sites for timely service delivery.

  3. Ensure swift resolution of client IT issues and service requests.

  4. Monitor and assess the quality and performance of on-site engineers.

  5. Client Relationship Management:

  6. Act as the primary contact for clients to address IT needs, concerns, and requirements.

  7. Strengthen client relationships, ensuring consistent client satisfaction.

  8. Staff Augmentation & Coordination:

  9. Work with internal and external teams to determine IT resource requirements.

  10. Oversee the placement of additional IT professionals as needed.

  11. Project Management:

  12. Manage client IT projects, ensuring completion within scope, time, and budget constraints.

  13. Oversee all stages of project planning, execution, and quality control.

  14. Requirement Analysis:

  15. Analyse client requirements to define project scope and technical specifications.

  16. Align projects with client expectations through detailed requirement analysis.

  17. Technical Support Oversight:

  18. Offer technical guidance to IT engineers on complex issues.

  19. Support engineers in resolving critical technical challenges when required.

  20. Performance Tracking:

  21. Define and track KPIs for service delivery and client satisfaction.

  22. Continuously evaluate and improve service quality.

  23. Documentation and Reporting:

  24. Maintain accurate records of project plans, client communications, and engineer assignments.

  25. Generate detailed reports on project progress and performance metrics.

Qualifications:

  • Education: Bachelor's degree in IT, computer science, or a related field.

  • Experience: 3-5 years in IT service management, client support, and telecom.

  • Technical Skills: Knowledge of IT infrastructure, networking, and technical troubleshooting.

  • Client Focus: Strong client service and relationship-building abilities.

  • Analytical Abilities: Proficient in conducting requirement analysis and project scoping.

  • Communication: Excellent verbal and written communication skills.

  • Leadership: Ability to guide and mentor IT engineers.

Job Type: Full-time

Pay: From Rs1.00 per month

Work Location: In person

Application Deadline: 29/11/2024

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