Service Delivery Manager
Toronto, ON - Onsite
"""""""Total Experience: 8-10 years
Required Skill Sets:
• Service Delivery Management
• Oversee the end-to-end delivery of IT services, ensuring alignment with business objectives and service level agreements (SLAs).
• Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.
• Monitor and report on service delivery metrics, ensuring adherence to agreed-upon standards and timelines.
• Incident and Problem Management Lead the resolution of critical incidents, ensuring minimal disruption to business operations.
• Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.
• Collaborate with technical teams to ensure timely resolution of incidents and problems.
• Change and Release Management Manage IT changes and releases, ensuring minimal impact on business operations.
• Coordinate with cross-functional teams to plan, test, and implement changes effectively.
• Ensure compliance with change management processes and policies.
• Team Leadership and Collaboration Lead and mentor a team of IT operations professionals, fostering a culture of accountability and continuous improvement.
• Collaborate with cross-functional teams, including infrastructure, application development, and business units, to ensure seamless service delivery.
• Drive team performance by setting clear goals, providing regular feedback, and supporting professional development.
• Vendor and Stakeholder Management Manage relationships with third-party vendors and service providers to ensure high-quality service delivery.
• Negotiate contracts and service agreements to achieve cost-effective solutions.
• Act as a liaison between business stakeholders and IT teams to ensure alignment and effective communication.
• Continuous Improvement Identify opportunities for process improvements and implement best practices to enhance service delivery.
• Drive automation and innovation initiatives to improve operational efficiency and reduce costs.
• Stay updated on industry trends and emerging technologies to ensure the organization remains competitive.
• Risk and Compliance Management Ensure IT operations comply with regulatory requirements, security standards, and organizational policies.
• Identify and mitigate risks associated with IT service delivery and operations.
• Develop and maintain disaster recovery and business continuity plans.
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