Computer Warehouse: Service Delivery Manager
Computer Warehouse Group is a major player in the ICT in Nigeria.
They are recruiting for Service Desk Manager (Service Delivery Manager)
who will report to Enterprise Infrastructure Manager and local CWL
Management.
Service Delivery Manager
Role description:
The SDM is responsible for the functional execution and delivery of
the Service Desk processes throughout business hours. That includes in
the integrated operations model all delivery processed defined for 1st
through to 3rd level
support. The SDM
trains, manages and overseas the Service Desk staff (functionally) to
ensure that the team members across the tiers deliver the highest level
of Customer service possible.Enterprise Infrastructure Manager for
overarching service delivery engagement strategy alignment. The Service
Desk Manager integrated and collaborates with the Primary Support
Engineer as the Service Desk functionally requires the PSE’s 3rd level
support engineers support to operate succesfully.The SDM is also
responsible for the performance of the Service Desk functions delivery
against Service and Operational Level Agreements across all functional
processes.
Responsibilities
General responsibilities
* Integrate and communicate with the Enterprise Infrastructure
Manager on a daily basis for service delivery engagement strategic
alignment and execution.
* Integrate and communicate with the appropriate client stakeholders on a daily basis.
Process Management
Manage and leadby the PSE. Functional responsibility for the day to
day execution and delivery processes that govern the Service Desk,
which is 1st through to a team of Service Desk professionals; excluding
the 3rd level support engineering team as they are managed by the PSE.
Functional responsibility for the day to day execution and delivery
processes that govern the Service Desk, which is 1st through to 3rd
level support.
- Specific emphasis towards the following processes:
* Event Management : Ensure that the Event Management process is
followed and executed; primarily within the 1st level support team.
* Incident Management : Ensure that the Service Desk tiers adheres to the defined Incident Management process.
Change Management : Where applicable, ensure that the Service Desk
staff utilize the ChM process. Examples could be to ensure that
throughout an Incident tickets process, Change Management is performed
* Problem Management
* Service Request Management : Ensure that the SRM process is followed and executed.
* Act as the Incident Manager as and when required by escalations
throughout the Incident Management process during business hours. Out
of hours Incident Manager support should be handled through defined out
of hours business support processes.
* Drive functional ticket escalation management; ensure that tickets in
process are managed towards resolution. This includes being a
functional escalation point for tickets that are not managed
appropriately
within each tier
- Develops, implements and improves delivery processes and procedures as and when required.
- To ensure that systems, processes and methodologies as specified
are followed to sure effective monitoring, control and support of
service delivery.
Reporting and meetings
- Develop a performance measurements framework and facilitate
feedback system to team members on issues such as customer service,
communication, and technical skills, in order to enhance the quality of
support delivered. This is done in alignment with and under the
direction of the Enterprise Infrastructure Manager who is the Managed
Services engagement lead.
- Responsible for ongoing reporting on the performance of the
Service Desk overall, which includes 1st through to 3rd level support.
- To provide reports to an agreed schedule (or on request).
- Conducts departmental meetings as and when required.
Develops and facilitate workshops and training courses for the Service
- the Service Desk (and associated) resources.
- Attend and conduct client service review meetings; areas covered
will include performance reports, service improvements, quality and
processes.
Customer and Client Management
- Serves as the primary Customer service contact for the Service Desk.
- Acts as a liaison between the Service Desk and other departments and teams.
Integrated Operations Model deployment
- Responsible for supporting the deployment of the Integrated
Operations Model across the three support tiers; 1st through to 3rd
level support.
- Responsible to stay informed on and support the deployment of
changes into the Remedy system which is the primary management system
for the Service Desk.
Other duties:
- Drive continued operational improvements for the Service Desk with
an emphasis on the Patrol based monitoring environment and the Remedy
ticketing system.
Participate and assist in driving the knowledge management process which will be crucial
- continuous improvement of the Service Desk performance.
- Performs other duties as assigned.
- Performance analysis of resources; conduct ongoing resource
performance and skills analysis to support operation of the functional
Service Desk.
- Perform interviews for new professionals and provide feedback for promoting professionals.
- Develop and demonstrate an understanding of customer and business needs.
Resolve escalated customer
- escalated customer and vendor issues.
- Resolve daily issues of a complex scope that impact the team and overall business objectives.
- Prepare staffing plans as required and in alignment with the Enterprise Infrastructure Manager.
- Manage Service Desk resources for optimal performance.
- Maintain a high level of employee morale within the team.
- Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
- new product/service releases.
- Prepare the support team for new product/service releases.
- Assist in the professional and technical development of team
leaders enabling them to set technical goals, monitor, mentor, coach
and assist team members to deliver quality support.
- Assist the Enterprise Infrastructure Manager with the preparation and administration of plans and metrics.
Note: The SDM does not have people management responsibilities for the 3rd level support resources.
Skills and capabilities
The following skills and capabilities are sought after in this role:
* Past experience of managing a team within a Service Desk environment.
* Thorough knowledge of Windows operating systems (Windows 2000 and 2003).
* Good understanding of Service Management ticketing systems; preferably Remedy.
* Good understanding of Event Management systems like BMC Patrol.
* ITIL Managers certification is desirable
Demonstrable evidence of influencing positive change within a Service Desk environment
* Ability to lead teams effectively both through structured coaching and delivering by example.
* Thorough knowledge of Service Desk operations to include a good
knowledge of IT best practices, industry trends and customer service.
* Excellent written, verbal and interpersonal communication skills.
* Excellent management and leadership skills.
Good organizational skills.
Role background and training
The candidate should possess the following accreditation (or its equivalent):
* 5 years experience in IT field, with minimum 3 years working in a
Data Center environment within the last 5 years of employment
* Preferably experience gained in both an internal IT Operations
Division within a large corporate e.g. Telco, Finance; and experience
within a similar role for a Management Services, Outsourced Managed
Services and/or large-scale Shared Services organization that serviced
a similar profiled organization.
* 2-3 years people management experience
ITIL certification; minimum ITIL Foundation. ITIL Managers certification preferred.
All applications should be sent to
CWG_hr@cwlgroup.com on or before 8th November, 2010.
