Job | Cirqle Group

Summary

Service Strategy and Management: Leads the development and execution of service delivery strategies, ensuring alignment with customer needs and organisational goals.
Team Leadership and Development: Manages and mentors the service delivery team, fostering a culture of excellence and continuous improvement.
Customer Relationship Management: Builds and maintains strong relationships with clients, understanding their needs and ensuring high satisfaction levels.
Process Improvement and Innovation: Identifies and implements process improvements and innovative solutions to enhance service quality and efficiency.
Performance Monitoring and Reporting: Oversees the monitoring and analysis of service delivery performance, reporting on metrics to inform strategic decisions.

Key Skills

Strong Leadership and Team Management: Demonstrated ability in leading service delivery teams, promoting teamwork and professional development.
Excellent Customer Service Skills: Proven track record in managing client relationships and delivering high customer satisfaction.
Advanced Knowledge of IT Service Management (ITSM): In-depth understanding of ITSM principles and practices, ideally with ITIL certification.
Effective Communication and Negotiation: Skilled communicator, able to negotiate effectively with clients and stakeholders.
Problem-Solving and Analytical Abilities: Aptitude for identifying and solving complex service delivery challenges.

Standard Industry Training

Interview Questions for IT Service Delivery Manager Candidates

Can you describe your approach to managing and improving IT service delivery in a previous role?
How do you handle a situation where a client is dissatisfied with the IT service provided?
Describe a time when you implemented a significant change in service delivery. What was the outcome?
How do you balance client needs with organisational capabilities and limitations?
What strategies do you use to motivate and lead your service delivery team?

Service Delivery Manager