Jobs

Service Delivery Manager at Resource Intermediaries Limited

Resource Intermediaries Limited (RIL) is a company registered in Nigeria to engage in outsourcing services. We focus on three key areas; Human Resource Management, People Placement and Learning & Development. We provide a broad menu of Human Resource Outsourcing Services for companies from an economical complete service.

We are recruiting to fill the position below:

Job Title: Service Delivery Manager

Location: Lagos

Summary

The service delivery manager plays a vital role in boosting user experience by ensuring the delivery of top-notch services that meets and exceeds customer demands.
He/she will be responsible for seamless delivery of SLAs, tracking KPIs, and managing service budgets.
He/she will drive the overall service business with an uncompromisable aim of achieving and exceeding business target with specific focus on cross selling and client retention.
This role is entirely client facing and requires strong relationship management skill.

Duties and Responsibilities

Train, motivate, and lead after sales teams to achieve set objectives and targets.
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary using relevant tools.
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
Developing a deep understanding of projects to gain insights into the scope of service delivery.
Maintain an up-to-date knowledge of job operations by conducting research and participating in educational programs.
Ensure compliance with all general and company policies when carrying out job duties.
Proactively assesses solution specifications considering changing customer requirements and recommends solution changes that optimize value for both the customer and the firm.
Collaborate with sales teams to understand customer requirements and provide sales support.
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
Responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction.
Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.

Qualifications

B.Sc Degree in Information Technology, Computer Science or any relevant field
Minimum of eight (8) years' experience in system engineering and IT support with three of those years in service management capacity
Proficiency in Power BI and MS Power Point
ITIL certification is a key requirement.
Additional certification in similar technologies is a plus.

Competencies and Skills:

Proficiency in leading both physical and virtual teams
Experience in dealing with third party-provided services.
Operational ability in a diverse, large-scale environment
Exceptional customer-facing skills
Ability to manage and prioritize tasks efficiently.
Solid resource planning and problem-solving skills
Readiness to demonstrate a proactive attitude.
Excellent verbal and written communication skills
Effective Reporting Skills.
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
Mastery of ITIL (Information Technology Infrastructure Library) principles
Expertise in people management and leadership
Strong organizational skills
Capacity to train and guide junior team members.