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We are seeking an experienced and proactive Service Delivery Manager to take ownership of critical business application services. In this pivotal role, you will be the bridge between the customers and the technical teams, ensuring that service delivery aligns with agreed-upon commitments and customer expectations. You will prioritize, coordinate, and monitor the end-to-end service request and incident management processes, serving as the first point of escalation for incidents and ensuring that 2nd and 3rd level support teams resolve issues efficiently and effectively.

Responsibilities:

• Prioritizes, coordinates, monitors and reports on Service Requests fulfilment process and the 2nd/3rd level support for Incident Management (investigation, analysis, detailed problem diagnosis/resolution and follow-up to resolution of the Incident)

• Provides input and participates in the definitions and negotiations the Service Level Agreements (SLAs) with the customers.

• Coordinates with the section heads to ensure that resources are adequate to support the existing and newly introduced Service Level Agreements

• Manages the Services Budgets (i.e. approves expenses on the services budget lines)

• Serves as the first point of escalation for incidents relating to the Services

• Coordinates, with the relevant section heads, the Problem Management activities in order to identify and remove the root-causes of Incidents

• Maintains at all times per Service the registry of all customers and respective services, together with their funding status (highlighting any overdue payments)

• Represents the Services across the organization and across the customer base

• Coordinates the Change Enablement and the Release & Deployment processes for the Services and represents, by delegation of the SAO, the assigned Services in the various CABs (Change Advisory Boards), to ensure coordination of all changes to any service with other entities potentially affected

• Supports the transition of "Service changes" into Service operation

• Authorizes the new "release packages" of the Services to start the Change enablement process

• Defines and reports Key Performance Indicators (KPI) and associated metrics for his/her Services and proactively monitors the Services in order to identify issues and take advance action to prevent issues becoming Incidents

• Lifecycle management of the hardware and software assets of the Services (this includes the role of "Resource Manager", in the AT&T portfolio)

• Controls and/or executes the expenditures of the Services budget, including the creation of Purchase Requisitions for contractors, consultants, hardware, software, consumables, etc., ensuring that they are placed in a timely manner and that an annual spending plan is efficiently executed; controls the time accounting for all staff supporting delivery of the Services

• Ensures that providers of OLA's / Underpinning contracts perform as agreed, identifying to them any issues and holding them accountable for the resolution of the issues

• Develops Standard Operating Procedures, Standard Operating Instructions, Guidelines, Checklists and Templates for his/her Services

• Drives the Continual Service Improvement Initiatives (CSII) of his/her Services

Essential Qualifications & Experience:

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience. Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.

• Proven 2 years experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.

• In-depth knowledge of business application technologies, platforms, and IT service management best practices.

• Proficiency in incident and problem management methodologies.

• Experience in service level management and continuous service improvement.

• Familiarity with ITIL or other IT service management frameworks.

• Proven experience in managing vendor relationships.

• Excellent communication, negotiation, and customer relationship management abilities.

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

• Training/Certifications: ITIL v4 Foundation

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.