Senior Service Delivery Manager (Technology Sector)

ARE YOU A PROVEN SERVICE DELIVERY MANAGER? THEN THIS COULD BE YOUR NEXT CAREER MOVE....

Senior Service Delivery Manager (Technology Sector)

Overview: Our client is one of the leading suppliers of I.T Solutions to the corporate sector across Barbados and the Caribbean region. Due to growth, they are seeking to appoint a proven professional to oversee client service delivery. This includes managing the sales support and service functions of the Company through the delivery of quality presales, technical and customer service support to clients and customers in Antigua, Barbados and other Eastern Caribbean territories, in accordance with established standards, company policies and business practices.

Duties & Responsibilities:

• Manage and lead a team of analysts in the provision of presales support, consulting activities, research and development, and solution architecture.

• Assist the Sales team by providing a level of technical expertise that support the winning of new business opportunities.

• Provide Project Management support and oversight for major projects.

• Assist in the Sales and Service team in the development and refining of Sales and Support Strategies for the organization.

• Manage departmental revenue and profit targets towards achieving the organisation's budgets.

• Manage relationships with Technical Sales divisions of vendor partners.

• Manage and lead the Service and Customer Service functions of the business, through the delivery of quality technical and customer service support to clients and customers.

• Management of Service Contracts to ensure the achievement of maintenance targets and adherence to Service Level Agreements.

• Work with customers, internal services managers and other business units to develop service proposals.

• Initiates sales of service contracts and projects for the department.

• Negotiate service and support fees with clients and customers when required.

• Identify and develop business opportunities for revenue generation and increased profits, while considering risks versus potential gains.

• Sub-contracting services where necessary.

• Ensures thorough investigation of complaints documentation of findings and resolution, and that quality assurance reviews are conducted.

• Contributes to the content of Business Continuity Management plans and documentation for core operational areas in the event of disruption or disasters, for business resumption, recovery, restoration and disaster recovery.

• Development of the Unit’s growth strategy, focusing on financial gain and customer satisfaction.

• Manage departmental budgets and available resources in line with established company standards and requirements to achieve maximum profitability and efficiency.

• Facilitates negotiations of requirements by partnering with multiple stakeholders while effectively communicating insights and plans to cross-functional team members.

• Gathers critical information from meetings with stakeholders, collaborates with senior managers and decision makers to identify and solve a variety of problems and clarify objectives.

• Develops and maintains long-term client and vendor relationships and networks.

• Prepares and submits required reports in agreed time frames.

• Assigns work activities and projects, monitor workflow, review and evaluate work products, methods and procedures.

• Evaluates business processes for areas of responsibility by identifying requirements, uncovering areas for improvement towards developing and implementing solutions.

• Manage available resources to achieve maximum efficiency and profitability.

• Consults with the finance, inventory and logistics functions of the business to ensure requisite levels of spares and supplies are available to meet contractual obligations and maintain customer satisfaction.

• Coordinates interaction with other business units while developing and maintaining strong inter-departmental relationships to facilitate achievement of key deliverables.

• Supports regional customers by maintaining relationships with partners and sister organisations.

• Consults with customers, contractors, sales and technical staff in managing special requests.

• Improves managerial expertise by completing the relevant certifications, attending training sessions, seminars, workshops and reviewing published literature.

• Manage the performance of direct reports in accordance with the company’s Human Resources policies and procedures.

• Ensure the achievement and maintenance of manufacturer certifications where required and where relevant, the utilization of training available on vendors’ sites.

• Identify skills gaps within the department and facilitate the closing of these gaps.

• Supervising, mentoring and coaching of team members.

• Assigns responsibility from time to time for projects from initiation to completion.

• Provide support to team members or members of other Business Units if existing skills so enable.

• Ensuring the adherence to company policies, rules and regulations governing the operation.

• Ensuring the delivery of quality service to customers/clients in accordance with established standards, policies and business practices.

• Ensuring compliance to Health and Safety standards and practices in accordance with company policy and legislation.

• Ensure conformance to record-keeping, reporting and time-tracking requirements.

Desired Skills & Qualifications:

▪ Undergraduate Degree in Information Technology, Undergraduate Degree in Information Technology, Management or related field.

▪ Post graduate degree in Business Administration would be an asset.

▪ Minimum of seven (7) years’ experience in the industry with at least five (5) of those years    managing employees.

▪ Experience managing and sustaining business relationships at varying levels.

▪ A sound understanding and working knowledge of information technology and communications infrastructure solutions and standards.

▪ Understanding of software architecture and implementation methodology.

▪ Knowledge of business and management principles involved in strategic planning and resource allocation.

▪ Understanding of software architecture and implementation methodology.

▪ Fundamental business knowledge; financial statements, common business knowledge.

• Excellent analytical, diagnostic, critical thinking and problem-solving skills.