Service Delivery Manager at Salt

We are currently recruiting for a Service Delivery Manager to join a leading Microsoft Gold Partner Consultancy in Nairobi.

Requirements:

• Be a major influencer in the development of a new managed service practice for international customers focusing on Windows 10 and Office 365
• Have proven experience working in an ITIL environment
• Take ownership of ITSM platform for the company
• Continuously look to improve the service offered to customers, through both technology and customer service
• Have previously managed a team and supported in the development and growth of that team
• Contribute to planning and delivery of the overall customer IT strategy, concentrating on cost reduction and service improvement
• Produce management reports for the customer and internal management, providing analysis, feedback and actions based on trends, root cause analysis and other reports for both internal use and customers
• Manage customer service review meetings, workshops and presentations to support collaborative issue resolution, service improvements and knowledge sharing
• Be willing to travel internationally on occasion
• Manage the team and service through KPIs
• Maintain service levels within the team and where there are bespoke requirements within a customer contract
• Responsible and accountable for the management of day-to-day operations to ensure contractual commitments and service levels are met
• Be an escalation point for customers and internal staff where required