Job Title: Service Delivery Manager
Tezza Business Solutions Ltd – Lagos, NG
Listing Info
Tezza Business Solutions Ltd is a “niche” service provider of Software Development, Quality Assurance and Software Testing services. Tezza began its operations as Web Development Company in 2000 in Overland Park, Kansas. Since then, we’ve evolved into a Services-oriented company who only engage in Product development as a value-add service to our customers who continue to appreciate our “Customer First” Service Delivery approach.
Tezza opened its first office in Kenya in 2009 with a primary goal of building capacity of qualified software development and testing resources to work on outsourced projects from North America. Since 2009, Tezza has grown in size and reputation with over 150 resources and offices in key 4 East and West African countries – Kenya, Nigeria, Tanzania and Uganda. Tezza has now become the #1 QA and Software Testing Company in East Africa providing services to companies within the Banking, Insurance, Healthcare and Telecommunication market verticals.
Responsibilities
A high-impact Service Delivery Manager function can accelerate progress against critical IT objectives that require a cross-enterprise perspective. The mission (duties and responsibilities) of Tezza’s Delivery Manager is to:
Build and maintain a professional, customer-focused relationship with the client and IT. Serve as the single point of contact representing Tezza to the client for escalations, status on high priority requests / issues, SLA reporting and support process clarification
Set up and facilitate regular account review meetings. Maintain regular communications with Client’s executives and key relationship liaisons. Manage executive level expectations and communications
Drive creation and continued enhancement of SLA reporting, including communication of misses and related process improvements. Ensure that an acceptable quality level of IT service is provided to the client at all times
Understand incident escalations and work with technology teams to provide RCAs in a timely manner. Ensure the appropriate prioritization and closure of incidents. Provide the client with continuous status of problem tickets and service requests
Assist in the scheduling of outages with the client understanding and communicating client impacts to IT management. Communicate real-time outage information to the client. Status the client during the outage. Communicate client impact to IT management.
Participate on the initiation of projects within their client area. Provide input to IT Management regarding client cases for various initiatives. Review current status of projects and programs with client. Prepare and drive implementation of recommendations for improvements
Manage customer service delivery expectations in light of current IT capabilities priorities and staffing
Communicate client area service delivery needs and pain points to IT Management. Facilitate conflict resolution spanning many organizations and / or teams
Continuously evaluate IT efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement. Analyze system and process issues and emerging client requirements for the assigned client units and recommend solutions
Required Skills
Required Skills (Minimum knowledge, skills and abilities to enter the job):
An experienced and properly certified IT service delivery manager.
Full understanding of and capacity to lead, manage and innovate in service delivery.
Able to deliver on a unique selling point built around extreme customer satisfaction.
Able to use analytics to improve service delivery.
Very capable of organizing and leading an effective service delivery organization.
Master’s Degree or Bachelor’s Degree and 10 years’ experience
7+ years managing large complex technology projects/programs OR 7+ years as a technology account manager
Experience in an internal or external client-facing role
Solid understand of IT ITIL processes and/or infrastructure operations
Solid communications skills, including at the executive level
Excellent written and verbal communications, presentation skills, and customer relationship skills
Broad and deep knowledge across Information Technology
Superior oral, written, and interpersonal communication skills. Strong presentation and facilitation skills to communicate with and persuade a wide range of audiences
Equal Employment Opportunity is not just the law, it’s our commitment.
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How to Apply
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