Service Delivery Manager (DBN) at BETSoftware

Job Description
We Want You:

• Lead the Team.
• Deliver the standard.
• We’re looking for a Service Delivery Manager to head up the BET Support Team, ensuring we meet our service level commitments to Hollywoodbets and beyond.
• In this role you will exceed performance metrics, ensure processes run like clockwork, and champion customer service that doesn’t just tick boxes, but delivers real value.
• If you’re all about accountability, efficiency, and getting the best out of people and systems, this is your role. Apply now!

You Bring: 

• 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.
• Demonstrated leadership skills.
• Detailed knowledge of the SLDC and management of software projects.
• Good written and verbal communication skills.
• Strong attention to detail.
• ITIL Foundation (advantageous).

What You’ll Do:

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 optimising service delivery.
• Technical Oversight:
• Directing desktop management teams to perpetuate continuous advancements in desktop ecosystems.
• Partnering with technical architecture teams to establish organisational 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.
• Prioritising 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 organisational 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 finalising the organisational 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 responsibilities of a Service Delivery Manager go far beyond the tasks listed above. Living and applying our core company values in your day-to-day work is key to the success of both Global Support and BET Software as a whole. Below, we’ve outlined how you’ll bring our values to life in this role:

• Lead with authenticity and integrity. Create an open space where ideas can be freely shared and where every team member’s unique input is valued.
• Uphold the highest ethical standards in your role as Service Delivery Manager, and ensure your team follows BET’s professional and ethical guidelines.
• Support both personal and professional growth. Build an environment where your team can thrive and stay true to their individual strengths.
• Be adaptable. Tackle each workday with flexibility and openness to new challenges, encouraging your team to see change as a chance to grow and improve.
• Promote innovation. Look for fresh ways to solve problems and encourage your team to think creatively and take bold approaches.
• Own your role. Take initiative when issues arise and act quickly to resolve them — accountability starts with you.
• Foster open, honest communication. Create a space where your team feels comfortable asking for help or direction.
• Encourage collaboration. Build a team culture where working together is at the heart of delivering great service. Cross-functional teamwork is key to exceeding expectations.
• Be a mentor. Guide and support your team, reinforcing that individual wins add up to team success.