Service Delivery Manager at BETSoftware

Skill Set

• Demonstrated leadership skills.
• Good written and verbal communication skills.
• Strong attention to detail.

Responsibilities

Job Responsibilities: Operational Management:

• Upholding rigorous performance standards across service-related procedures while identifying and instituting requisite enhancements.
• Assuming responsibility for critical incident management, liaising with responsible parties for resolution, and fostering streamlined communication among stakeholders for post-incident analysis.
• Instituting systems, protocols, and methodologies conducive to exemplary service delivery.
• Cultivating a nuanced comprehension of project specifications to better delineate the parameters of service execution.
• Being accountable for achieving service delivery benchmarks, fulfilling client expectations, and stimulating future demand.
• Conducting thorough analyses of both third-party and internal workflows to devise strategies for optimizing service delivery.

Technical Oversight:

• Directing desktop management teams to perpetuate continuous advancements in desktop ecosystems.
• Partnering with technical architecture teams to establish organizational benchmarks for software, hardware, and cybersecurity.
• Ensuring timely and effective application of anti-virus updates and security patches.
• Benchmarking peak performance criteria for endpoint devices, including personal computers, laptops, and mobile devices.

Meeting Support:

• Facilitating technology support for corporate conferencing systems and ensuring the availability of essential meeting resources, such as multimedia presentation software and audio-visual equipment.
• Administering on-call rotations and escalation protocols for team members to address off-hours service inquiries, incidents, and change requests.
• Exercising proactive diligence in identifying and addressing errors, issues, or operational setbacks, and ensuring prompt corrective actions.

Team Management:

• Initiating and presiding over troubleshooting forums with team members to expedite first-line solutions prior to escalating incidents.
• Prioritizing tasks that are non-delegable and warrant direct intervention, thereby precluding further escalations.
• Ensuring the formulation and execution of individual development plans for team members.
• Conducting root-cause analyses of prevalent issues and steering the team towards implementing sustainable solutions.
• Championing process simplification and automation initiatives to enable the team to focus on rewarding tasks.
• Regularly auditing internal workflows to pinpoint areas that could benefit from improvement, thereby enhancing overall productivity and team morale.

Strategic Management:

• Soliciting input from stakeholders, conducting customer and competitor analyses, reviewing organizational performance, and proposing strategic initiatives.
• Employing analytical tools, such as SWOT analyses, to evaluate gathered inputs.
• Revising potential action plans based on stakeholder feedback and finalizing the organizational strategy.
• Allocating the necessary infrastructure, resources, and timelines for successful strategy implementation.
• Ensuring seamless integration of long-term strategic plans with daily operations.
• Overseeing the deployment and continuous refinement of the strategic plan as needed.

Living the spirit

• The job obligations of a Service Delivery Manager – ISP & Projects go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole.
• We have outlined how you will bring our core company values to life in your role below:
• Demonstrate leadership characterized by authenticity and integrity. Cultivate an open forum for the free exchange of ideas, recognizing and valuing the unique insights each team member brings.
• Adhere to elevated ethical standards in your capacity as Service Delivery Manager. Enforce strict compliance with BET work and ethical guidelines among your team.
• Facilitate both personal and professional development within your team. Create an atmosphere in which team members can both excel and remain true to their individual talents and attributes.
• Approach each workday with a spirit of adaptability and a willingness to embrace new challenges and opportunities.  Inspire your team to perceive changes as avenues for potential betterment.
• Advocate for ingenuity and originality in problem-solving within your designated portfolio. Encourage your team to employ innovative thinking and unconventional approaches.
• Exemplify the principles of ownership and accountability. Take the initiative in identifying challenges and acting swiftly to resolve them.
• Cultivate transparent and constructive communication channels within your team. Establish a setting where team members feel at ease seeking guidance or assistance from leadership.
• Develop a cooperative work environment where teamwork is pivotal to achieving exceptional service delivery. Promote interdisciplinary collaboration to fulfill and exceed customer expectations.
• Offer mentorship and guidance to your team members, reinforcing the idea that individual accomplishments contribute significantly to the collective success of the team.
• As a Service Delivery Manager, you can build a vibrant, creative team that is driven to offer exceptional customer service by living the spirit of these values.
• The success of your team and the company will be influenced by your genuine leadership, dedication to continual improvement, proactive attitude, and emphasis on teamwork.

Qualifications

Job Specification:

• At least 3-5 years’ experience managing a services desk within the IT sector.
• Bachelor’s degree in Computer Science, Software Engineering, or a similar field (advantageous)
• Previous software development skills are advantageous.
• Detailed knowledge of the SLDC and management of software projects
• ITIL Foundation (advantageous)