Service Delivery Manager at Parvana

What you will be doing:

• ⁠Ensure SaaS hosting environment security, availability, and performance with proactive management.
• Lead a responsive support desk, meeting SLAs, resolving issues efficiently, and enhancing client satisfaction.
• Handle escalations effectively, focusing on root cause analysis and developing preventive solutions.
• Establish monitoring systems and optimise hosting performance in partnership with DevOps.
• Foster a customer-focused support culture through regular feedback and training initiatives.
• Maintain security and compliance standards through regular audits and best practices.
• Automate support processes, driving continuous improvement and efficiency.
• Align staffing and resources with demand through effective capacity planning.
• Provide stakeholders with clear system performance reports and updates.
• Coordinate with product teams to support issue resolution, rollouts, feature support, and offer insights for improvement.

What you need:

• A relevant tertiary degree would be beneficial.
• 5+ years of experience in a service delivery or support management role, with a focus on hosting environments and application support.
• Strong experience managing support teams, including incident management and root cause analysis.
• Proficiency in using logging and ticketing systems (e.g., ServiceNow, JIRA, etc.) to track and resolve issues.
• Proven ability to manage client-facing support operations and maintain strong customer relationships.
• Excellent analytical, problem-solving, and organisational skills with a proactive approach to risk management.
• Technical understanding of hosting environments, networks, databases, and application support.
• Background in application support and hosting, including performance monitoring and SLA management.
• Experience with project management methodologies such as Agile or Scrum.
• Familiarity with ticketing systems and client-facing support processes.
• Ability to communicate effectively with both technical and non-technical stakeholders.