Service Delivery Manager

• ITIL Implementation: Implement and manage ITIL frameworks for service management, ensuring alignment with business objectives. 
• Service Level Agreements (SLAs): Define, monitor, and report on SLAs to ensure service quality and performance meet business needs.
• Incident Management: Oversee the incident management process, ensuring quick resolution and minimal impact on retail operations.
• Risk Assessment: Evaluate potential risks associated with changes and develop mitigation strategies.
• Stakeholder Communication: Collaborate with stakeholders to communicate change impacts and ensure a smooth transition during implementation.
• Continuous Improvement: Identify opportunities for process improvements and service enhancements through analysis and feedback.
• Performance Metrics: Establish key performance indicators (KPIs) to measure service delivery effectiveness and report findings to senior management
• Training and Support: Provide training and support to retail staff on IT services and tools to enhance their operational efficiency.

• Bachelor’s degree in IT, Business Management, or related field.
• Minimum of 8 years in IT service delivery, preferably in a retail environment. Delivery (including Incident, Problem. Change, Service Request, Knowledge, Service Level Management)
• Certifications: ITIL Foundation certification (ITIL Practitioner or Expert preferred).
• DevOps knowledgeable is added advantage
• Technical knowledge in various technology and project management tools.
• Have been exposed to multi projects implementation and support.
• Motivated, with good interpersonal and editorial skills, you are recognized for your rigor, your analytical capacity and your strength of proposal.
• Experience in supporting different business units and stakeholders and countries
• Prior working experience in distributed and MNC
• Good command over English.
• Should have excellent Problem-Solving Skills

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