Systems Service Delivery Manager
Department: Systems Operations and Support
Location: Hybrid
Job Overview
We seek a highly skilled Service Delivery Manager to join our Systems Operations and Support team. You'll oversee operational performance and stability of business-critical systems, ensuring seamless service delivery. This role involves orchestrating successful service transitions and driving continuous improvement. Ideal candidates have a strong background in technology systems operations, especially within the telecommunications industry.
Responsibilities
* Service Delivery: Oversee incident management, root cause analysis, change management, and operational performance.
* Service Transition: Lead transitions from project teams to BAU support, define acceptance criteria, and track outstanding issues.
* Collaboration: Act as the primary interface between SysOps, Business, and Customer Operations, building strong relationships and facilitating regular meetings.
Person Specification
Essential Criteria
* 5+ years of experience in IT service delivery or systems operations
* Strong track record in incident and problem management
* Experience managing business-critical systems
* Proven experience in service transitions
* Experience in stakeholder management
* Problem-solving and analytical capabilities
* Ability to manage multiple priorities
Desirable Criteria
* Experience in the broadband or telecommunications industry
* Familiarity with DevOps practices
Qualifications
* ITIL v4 Foundation or equivalent certification
* Project or Service Management certification (e.g., PMP, PRINCE2)
* ITIL Expert or intermediate level certifications
* Agile/Scrum certifications
Skills and Attributes
* Excellent communication and collaboration skills
* Leadership qualities
* Organizational and strategic thinking
* Solution-oriented mindset
* Strong relationship-building abilities