Service Delivery Manager (DFS)

Job Summary

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
• Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
• Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
• Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)
• The SDM delivers excellence in the services & in particular:
• Is the 1st point of escalation for critical operational and IT service delivery issues.
• Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
• Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
• Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
• Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
• Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
• Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
• Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
• Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)
• The SDM ensures that services are monitored against the agreed service level performance.
• Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
• Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

Key Responsibilities

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
• Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
• Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
• Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)
• The SDM delivers excellence in the services & in particular:
• Is the 1st point of escalation for critical operational and IT service delivery issues.
• Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
• Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
• Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
• Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
• Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
• Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
• Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
• Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)
• The SDM ensures that services are monitored against the agreed service level performance.
• Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
• Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

Skill Requirements

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
• Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
• Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
• Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)
• The SDM delivers excellence in the services & in particular:
• Is the 1st point of escalation for critical operational and IT service delivery issues.
• Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
• Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
• Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
• Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
• Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
• Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
• Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
• Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)
• The SDM ensures that services are monitored against the agreed service level performance.
• Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
• Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap

Other Requirements

Job Summary The primary function of the IT Service Delivery Manager is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The IT Service Delivery Manager is the primary contact for all aspects of business as-usual IT service delivery within the designated region or country. Also acts as a key interface between IT & Operations in the support of all business growth. The IT Service Delivery Manager is responsible for virtual and brick and mortar site IT infrastructure, personnel & business continuity of critical technology services within the designated region or country. Responsibilities

• The primary job function of the SDM is to manage and direct the Support IT staff in their designated region
• The SDM acts single contact point between Operations & IT within the designated region or country.
• Manages relationships with Site Directors and Virtual Operations Directors
• Keeps abreast of company’s regional business & plans by attending & participating in relevant site operational management meetings
• The SDM develops IT knowledge:
• Keeps employees involved in service delivery informed of relevant Client objectives, activities & developments so that all employees can add value to the core business. This includes (but is not limited to) meetings, briefings, training, and actively involving other employees in direct dealings with the internal Clients.
• Keeps abreast of internal & external technological developments, discussing these with Operations in order to identify those which may have practical application. Must also keep up to date with statutory government or industry policy & legislation which may affect the company.
• Helps develop the competence of employees in the coordination and support of IT from the operations side. To include; creating an IT literate internal client, who will contribute to the appropriate collaboration with IT & the management of external Client expectations & perceptions Responsibilities (continued)
• The SDM delivers excellence in the services & in particular:
• Is the 1st point of escalation for critical operational and IT service delivery issues.
• Oversees all P1 & P2 incidents with their region or country, and ensures they are managed through to early resolution.
• Ensures that Site IT resources are motivated & coordinated in order to respond to Client needs.
• Coordinates with all parties to ensure the smooth introduction of new services & campaigns;
• Reviews the impact of new & upgraded services & ensure that they are introduced smoothly;
• Assists the SDD with site IT business continuity & the management with the business of any incident escalations that affect our ability to pursue our business objectives.
• Ensure that processes around Change Management, Business Risk & Contingency planning are enforced.
• Partners with Global Solutions in supporting to document and build solutions relevant to existing and new client requirements.
• Works with the IT Security and Compliance teams in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed & that central services are developing & delivering services in a compliant manner. Responsibilities (continued)
• The SDM ensures that services are monitored against the agreed service level performance.
• Manages the introduction of local Service Level Agreements (SLA’s) including ongoing changes and delivery of services to the sites within the assigned region.
• Is responsible for managing customer satisfaction, reporting on a regular basis the performance of the services against the ap