The Service Delivery Manager is responsible for coordinating the activities and responsibilities of the service desk team as well as the Management of customer satisfaction. Essential Duties and Responsibilities: Manage the Operations Team's daily activities.Function as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the team.Manage the dispatch process of service requests to ensure full utilisation of technical Service Desk resources.
Ensure dispatch "paint tomorrow green" processes are followed.Assist with answering dispatch calls (overflow), problem identification, ticket creation and triage.Identify improvements with usage of IT Support resources to increase productivity of the team.Communicate with all parties (both internal and external) in a constructive manner to guarantee customer expectations are met; Build and maintain relationships with existing customer base.Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.Perform customer follow-up to verify final resolution and determine satisfaction level.Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.Understand overall service desk objectives, as well as the role and function of each team member.Drive problem investigations and resolution as required.Develop and maintain process documentation for the service desk team.Follow up neutral and negative CSAT results with Customers and identify service improvement areas.Project management of larger scale projects where multiple resources/teams need to be co-ordinated.Account management of large accounts where no account manager has been allocated from the sales team.Hold Service Delivery meetings with large and at-risk clients and following up agreed actions/managing expectations.Leadership team member and related duties from that membership responsibility.Recruitment of Service delivery team, Induction preparation and welcome activities for new staff.Contributing to Performance management activities for the SD team and ongoing performance monitoring and management including staff development of SD team.First responder for out of hours operations issues from customers.Scheduling and notification to customers of outages.Incident response co-ordination.Providing pre-sales operations input as required.Leave relief for Philippines staff.Managing the TGT contract, staff performance, recruitment and salary review process with TGT leadership including fortnightly and quarterly review meetings.Managing/resolution of ConnectWise system errors/improvements.Management of agreements and ensuring out of scope items are identified and customer approval for billing is received.Additional Duties and Responsibilities: Continually seek opportunities to increase customer satisfaction and deepen customer relationships.Escalate service desk issues to the Chief Technology Office or other leadership team members as required.Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.Develop in-depth knowledge of the service catalogue and how it relates to customer's needs.Skills (conceptual, interpersonal): Learning: Is curious to learn new ways of doing things and is committed to keep abreast of new developments in his/her area of expertise.Organising skills: Is aware of what needs to be done and when.
Is efficient in his/her use of resources.Empathising: communicates to others an understanding of their concerns and issues.Communication (verbal and written): communicates in a direct, concise and honest manner while being mindful of the feelings of others.
Provides information in a timely manner that is simple to understand.Listening: During conversations, forms questions that are based on what has been said in order to fully understand a problem/issue.Questioning: asks for information in such a way that people are encouraged to think carefully before responding.Personal attributes: Initiative: Self-manages work to completion, requiring further assistance only when available guidelines are not clear or do not cover a particular situation.
Poses an ability and interest to suggest and develop new ideas and methods.Integrity: Is widely trusted and seen by others as direct, truthful and tactful.Dependability: The reliability of the employee in performing assigned tasks accurately and within the allotted time.Sense of urgency: Can effectively and efficiently prioritise workload and consistently meets deadlines.Collaborative: Always prepared to lend a hand to ensure team/organisational goals are met.
Appreciates the need to understand and help solve problems with others. #J-18808-Ljbffr