IT Service Delivery Manager
hace 6 días
At Dek Technologies, we're harnessing technology to drive meaningful change. Our Service Delivery team ensures the delivery of our services to clients and their customers. They define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client and our operational services teams. We're responsible for organization and governance, service design, operational excellence, customer experience, and continuous service improvement. In this area, the Incident Manager oversees the resolution of IT incidents, ensuring minimal disruption to business operations. This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents. Key Responsibilities:
- Incident Management: Receive, log, and classify IT incidents. Coordinate incident response teams, assigning tasks and monitoring progress.
- Problem Management: Identify recurring incidents and develop preventive measures. Work with relevant teams to implement changes to improve system stability.
- Knowledge Base Management: Maintain a comprehensive knowledge base of known issues and solutions. Share knowledge with team members to improve response times.
- Reporting: Generate incident reports and metrics. Analyze data to identify trends and areas for improvement.
- Business Continuity Management: Works closely with clients around business continuity; participates in the planning and implementation of methods for risk management and impact analysis.
- Service Improvement Management: Ensures Continual Service Improvement (CSI). Participates in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
- 4+ years of experience in delivery of similar ITIL aligned services to SLAs.
- Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
- Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts to senior IT Managers and CIOs.
- Highly efficient and well-organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
- Excellent written and spoken English. Able to write clear and articulate reports.
- Diplomatic and able to remain calm under pressure.
- Strong understanding of IT infrastructure and operations.
- Experience with incident management tools and methodologies (e.g., ITIL). Problem-solving and analytical skills.
- Knowledge of scripting languages (e.g., Python, Bash) is a plus.
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