Service Delivery Manager (pmet)

Service Delivery Manager (PMET)

The Service Delivery Manager (PMET) will oversee the management and delivery of technology services for our clients. This position demands a keen focus on ensuring that service levels are met or exceeded while enabling successful project execution and operational performance.

Key Responsibilities:

Service Delivery

• Ensure that all business service deliverable commitments are met to the highest standard
• Serve as the main point of contact for major service escalations pertaining to the service deliverables committed
• Support in the maintenance and improvement of the organizational service delivery competency profile
• Assist in the establishment, refinement and standardization with any forms of relevant operational process
• Support in the supervision and management of the relevant service delivery teams in accordance with the organization principles and values to meet the business needs
• Ensure high levels of competency and operational excellence with the relevant project teams
• Deputize, where necessary, in the supervision and accountability of the department's daily activities and provide guidance as necessary
• Manage operational team's bandwidth and workload allocation according to the business needs
• Ensure timely delivery of services when it comes to initialization of new projects awarded
• Define, develop and prepare any necessary relevant project management plans
• Manage and control internal definitions of project cost efficiency targets, while maintaining a high level of service delivery standards
• Analyse and mitigate any potential risks pertaining to service delivery

Competency Development

• Support in the evaluation of the operational team's performance and determine milestones, training needs and progression
• Scaffold operational team when assigning tasks of higher-level difficulties, where relevant
• Plan for internal delivery capabilities across spectrum of projects, e.g. assignment, training and optimization of deployment of R-DOT specialists for higher-value business services for Data Centre, Cybersecurity Operations

Business Development

• Serve as primary point of contact for relevant operational matters
• Provide input and feedback on customer satisfaction levels
• Provide insight on customers' business goals, forecast, plans
• Develop scope and budget for operational delivery pertaining to organic business growth
• Anticipate and analyse existing customers' inquiries and needs, determine delivery goals, plan and manage operational execution with the relevant business supporting units
• Build and maintain positive relationships with customers for potential business growth
• Assist the business development team with operational related requirements and discussions
• Support the business needs in terms of conceptualization of the required service delivery capabilities as well as the relevant cost based on Client requirements

Internal Controls

• Liaise, plan, negotiate and develop processes with internal stakeholders to ensure high levels of efficiency for service delivery team

Cloud & Cybersecurity Operations

• Plan and manage migration exercises for any customers that are shifting from on-premises to any cloud platforms
• Strategize and plan for any efforts to optimize the design and architecture of any cloud-based applications that are being delivered to Client
• Oversee the cybersecurity posture of applications that are hosted on the cloud
• Has exposure to a range of cloud platforms (AWS, Azure, Google Cloud)
• Has a basic understanding of application-related cybersecurity vulnerabilities (OWASP Top 10) and able to identify and execute remediation plans
• Familiar with IT industry standards for governance of cloud-based applications as well as the necessary recommendations and controls from the data protection & information security
• Foster a collaborative environment that encourages knowledge sharing and innovation
• Provide ongoing training and development opportunities for team members