Service Delivery Manager

Job Introduction

Adexen Recruitment Agency is mandated by one of its clients a Financial Technology solution provider to recruit a Service Delivery Manager to manage and improve efficiency for its operations in Lagos Nigeria.

Responsibilities

Lead the delivery, management and improvement of IT services to support the company’s business while leading the development, implementation, sustainment, and continuous improvement in IT Service Management processes for the company’s partners in Africa as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes and operations.

• Deliver consistently high levels of customer service in a cost-effective manner with a passion for providing excellent customer service, with strong interpersonal and leadership skills and enjoy working as part of a team delivering the company’s services in the banking and financial services sectors.
• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability.
• Own specific IT Services delivery, management and improvement to meet company and customer needs.
• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract or statement of work, Service Level Agreements, and Operating Level Agreements and compliance requirements.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.
• Partner and collaborate with other teams to deliver a complete program with a coordinated set of continuous improvement initiatives.
• Oversee employees in different stages of the delivery process, even though they may not be their direct line manager.
• Hold all service departments and employees within the teams accountable for carrying out the required processes and tasks and providing great customer service.
• Manage Customer Expectations by assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times and set against a set of customer satisfaction goals and criteria. 
• Ensure that processes are efficient and cost-effective by finding ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.
• Liaise with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
• Define departmental guidelines and operating procedure for the service delivery team(s).
• Account for the quality of service and performance ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Provide regular and accurate management reporting on IT Service performance.

Desired Skills and Experience

• Minimum of bachelor’s degree in Computer Science, Information Systems, or any other related field.
• 10-15 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
• At least 5 years’ experience in delivering IT Service Management and process management through a structured approach in a corporate environment such as bank or financial sector.
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Excellent communication skills mandatory in English; good command of French is important.
• High-energy work ethic, ability to establish vision, drive change and deliver results.
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
• Experience of ITSM software applications and tools, analysis, and reporting and the Knowledge of developing and managing continuous improvement programs.
• Service, project and results-orientation, with strong analytical and problem-solving skills.
• ISO 20000, BPM, Six Sigma, Prince Two certification valuable.
• Project / Program Management certification preferred.

We thank all applicants however only those selected will be contacted.