IT Service Delivery Manager

B.TECH -
Nasr City, CairoPosted 1 year ago

303Applicants for1 open position

Job Details

Experience Needed:

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o Manages and coordinates urgent and complicated support issues and requests to assure that users are provided efficient and timely first and second level support on a 7x24 basis
o Develop mature phone/ticket escalation processes to ensure free flowing escalation and information within B.Tech.
o Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
o Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
o Oversee Solutions repository to ensure that top quality solutions are available to the staff.
o Review surveys feedback to improve services, tools and support experience.
o Develop, implement, and maintain policies, processes and procedures for effective delivery of services and improvement Customer IT Support.
o Manage vendor relationships as it depends on daily operational needs to ensure that top quality solutions are available to the staff.
o Review Purchasing orders of service support tools and equipment in order not to exceed approved budget.
o Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
o Manage, motivate, develop and assess Service Delivery team to improve team members’ performance level.

Graduation: Bachelor degree in, Computer Science, Information technology or any of its equivalent Training: - Certificates: ITIL Certification is preferred.