Service Delivery Manager

As a Service Delivery Manager at Devexperts, your main responsibilities include organizing and supervising project support group activities such as providing estimations and executing maintenance operations. You’ll manage the resolution of technical issues, oversee ticket workflows, and ensure that bug fixes are delivered promptly. Additionally, you’ll identify opportunities for service improvement, maintain compliance with procedures and contract commitments, and effectively communicate with clients regarding issue statuses.

Candidates must possess at least 3 years of experience in IT Service Delivery Management, along with a strong understanding of ITIL principles and familiarity with DevOps and SRE concepts. Excellent communication skills, leadership experience, and problem-solving abilities are essential. Nice-to-have qualifications include a Bachelor's or Master's degree in IT, ITIL certification, and prior knowledge of financial software for trading.

At Devexperts, we deeply value the professional growth of our employees. Service Delivery Managers have access to extensive training opportunities, including certification programs, English and Georgian language courses, and professional mentorship. You will also enjoy unlimited access to self-learning platforms to sharpen your skills and stay updated with industry trends.

Devexperts offers an attractive benefits package for Service Delivery Managers that includes flexible hybrid/remote working options, 24 days of paid vacation, a VIP medical insurance package, wellness days, and access to fitness activities. Additionally, we provide modern office facilities, teambuilding activities, and support for personal branding development, creating an engaging work environment.

The work culture at Devexperts is one of collaboration, innovation, and employee care. As a Service Delivery Manager, you will be at the helm of leading a talented team, fostering an environment where input is valued, and creativity thrives. With various community activities, corporate events, and continuous opportunities for professional development, you will find a supportive network dedicated to your success.

When managing service delivery, I focus on establishing clear processes based on ITIL best practices, ensuring continuous communication with stakeholders, and utilizing tools for monitoring performance metrics to identify areas of improvement. It’s crucial to maintain agility in the team while adhering to project commitments.

I strive to maintain calm during escalated issues and prioritize effective communication. First, I assess the situation, gather my team to develop a solution, and keep the client updated on progress. After resolution, I analyze what went wrong to prevent similar occurrences in the future.

Certainly! In my last role, I implemented a ticket prioritization system that reduced resolution times by 30%. By analyzing ticket data, I ensured that urgent requests were handled first, resulting in enhanced customer satisfaction and improved team efficiency.

I focus on KPIs such as response time, resolution time, customer satisfaction, and ticket backlog. These metrics offer insights into our performance and help in identifying areas that require improvement.

To ensure compliance with ITIL procedures, I regularly review our current processes against ITIL standards and provide training to the team as needed. Conducting periodic audits can help maintain adherence and identify areas needing adjustment.

I utilize collaboration tools like Slack or Microsoft Teams for communication, and project management tools like Jira or Trello for task tracking. Regular check-ins and virtual meetings help maintain engagement and ensure everyone is aligned with project goals.

Keeping my team engaged involves recognizing accomplishments, promoting a culture of openness, and advocating for professional growth. I regularly seek feedback on how to improve work processes and support their personal and career development.

I maintain transparency and proactive communication with clients. Regular updates on project status, including any challenges faced and their resolutions, help build trust and strengthen client relationships.

I prioritize projects by assessing their impact on business objectives and client needs. Using a combination of urgency and importance ratings allows me to allocate resources effectively and ensure that critical tasks are completed on schedule.

I have extensive experience with bug tracking systems like Jira. I ensure that bugs are logged, prioritized based on severity, and monitored through to resolution. Collaboration with the development team is key to expedite fixes and ensure product reliability.