The Service Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. He/She is in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. A Service Delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Duties and Responsibilities:

• Be part of the primary service relationship interface between customers and TIM for service-related activities.

• Involve in the management services for customers using IT service management framework which involves the whole ITSM and ITIL framework.

• Participate on the planning and execution of the service management framework through service review meetings, service improvement and strategy plans and relationship health checks.

• Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities.

• Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sale process.

• Perform out-of-business hours escalation support for customers with complex servicing requirements.

• Development of partnerships between customers, vendors and sub-contractor organization to address business opportunities for TIM.

Please refer to job description.