Service Delivery Manager SDM

Key Responsibilities:

• Oversee and manage the delivery of application support and new developments.
• Ensure adherence to SLAs and governance protocols maintaining high quality service delivery.
• Act as the primary point of contact for stakeholders facilitating effective communication and addressing escalations promptly.
• Monitor and manage incident escalations ensuring resolution within agreed timelines.
• Coordinate Agile practices including sprint planning standups and retrospective meetings.
• Collaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectively.
• Review performance metrics prepare status reports and provide updates to stakeholders regularly.
• Drive continuous improvement initiatives to enhance service efficiency and user satisfaction.
• Manage team capacity including cross-training plans to ensure business continuity.
• Identi...