IT Service Delivery Manager

Position: IT Service Delivery Manager

Industry: Retail (Modern Supermart)

Location: Lagos, Nigeria

Job Type: Full Time

Job Description (Summary)

As the IT Service Delivery Manager, you will manage IT services, focusing on service desk operations, incident and problem management, and stakeholder collaboration. You will ensure the smooth functioning of the company's IT infrastructure, while maintaining vendor relationships and leading a team to ensure service level targets are met. Service Management:

• Implement and maintain ITIL-aligned processes for incident, problem management, and service request fulfillment.
• Oversee the service desk function, ensuring SLA adherence, and continually improve service levels and customer satisfaction.

• Assist with establishing, managing, and maintaining the company’s IT infrastructure, identifying new technologies to keep the infrastructure current and competitive.
• Ensure the availability, reliability, and performance of hardware, software, and network systems.

• Assist with developing and maintaining IT policies, standards, procedures, and checklists.
• Ensure that organizational policies, processes, and systems are communicated and adhered to across departments.

• Conduct technology orientation and exit briefings for staff, preparing systems and technology for new and existing employees.
• Provide individual training and support as needed, ensuring employees are proficient in using company systems through regular presentations and training sessions.

• Act as the escalation point for IT-related queries, formulating resolution plans for client-related issues.
• Monitor the progress of incidents, requests, and problems, ensuring timely communication to stakeholders and successful resolution.

• Manage relationships with vendors, ensuring contracted services are delivered in line with agreements.
• Lead the IT Service Desk, ensuring it is optimally staffed and organized for efficiency.

• Provide leadership, guidance, and support to the IT service desk team, including recruitment, training, and performance management.
• Lead by example, driving for client satisfaction while ensuring adherence to the company’s protocols and procedures.

• Assist in managing external technology projects, ensuring that they are completed on time and within scope.
• Ensure operational effectiveness by planning, organizing, and evaluating IT operations.
• Provide stakeholders with effective communication and detailed reporting on IT service performance and operational issues.

• Bachelor's degree in Information Technology or related field.
• 5-7 years of experience in IT service delivery and infrastructure management.
• Certifications in CCNA, A+, or CCNP are an advantage.
• Proven knowledge of IT service delivery, governance, and architectures.
• Strong stakeholder and vendor management skills.
• Excellent project management abilities, with attention to detail and accuracy.
• Strong communication skills, with the ability to mentor and inspire teams.