IT Service Delivery Manager

2 days ago

Nairobi, Nairobi Area, Kenya Oasis Outsourcing Full time

ABOUT THE COMPANY

We are a Business Process Outsourcing company in Kenya. We offer reliable data annotation, customer support, and outsourced HR services.

JOB SUMMARY

Charged with ensuring the seamless delivery, maintenance,and enhancement of IT services in alignment with organizational goals,overseeing comprehensive service quality, client relationship management, teamleadership, and continuous improvement initiatives within the IT servicedelivery framework. This includes spearheading the intricate techimplementation process, commencing with a thorough assessment of the company'sinfrastructure capabilities and a meticulous analysis of client software,hardware, connectivity, and security needs. Coordinating closely withcross-functional IT teams and collaborating departments, drive the strategicalignment required for successful project execution, ensuring a harmonizedapproach across all facets of the implementation process.

RESPONSIBILITIES

New Client onboarding to the company ecosystem
• To be part of the contract assessment and requirement by the client
• Interacting with internal and external meetings during the closing of the new contract to be aware of the client's business needs.Technical Oversight
• Conduct the proposals of initiatives and the analysis of business needs
• Ensure that the hardware and software implementation will serve the client's operational needs.
• Coordinate the purchase with the op's asset department.
• Coordinate the software deployment and testing cycle before the handover.Project Oversight and Execution
• By conducting initiatives related to the current project that the company holding
• Help in building project vision and put it into process and breakdown that serve the project vision.
• Assist with Project analysis and road map to project implementation Coordinate and follow up on the asset purchase with internal and external supplier
• Asset technology validation to meet the client's operation expectation
• Ensure asset inventory is in place along with the asset purchase depending on the SLA between OPS Dept and Implementation.
• Ensure regular communication is in place in terms of hardware availability and the latest market technology.Budget Management
• Ensure effective negotiations that maximize the use of the company's resources
• Analysis of the connection between the business's needs and cost efficiency
• Implement the OS baselines module to fulfill the customer needs and to ensure the company's cost efficiency Continuous Improvement
• Exercising the SLA by enhancing the process and time frame to meet Solvo clients' expectations.
• Execute the terms of SLA to elevate the mass communication and challenges.
• Drive process improvements and innovation initiatives to enhance project delivery efficiency and effectiveness.
• Allocate resources effectively, manage project budgets, and maintain a focus on optimizing resource utilizationRisk Management
• Identify and mitigate Ops risks, proactively addressing issues that may impact Ops timelines or deliverables.PROCESSES IN WHICH HE PARTICIPATESProcess 1 Enhanced Service Delivery: Ensuring services surpass client expectations by refining onboarding processes and SLAs, resulting in improved timelines and seamless coordination.Planning and designing IT systems: This includes identifying the organization's IT needs and creating a plan to meet those needs through the implementation of new systems or the improvement of existing systems.Process 2 Seamless Onboarding: Achieving a smooth onboarding process for clients emphasizing compatibility and addressing specific client needs. Testing and maintaining systems: This includes testing systems to ensure they are working properly, troubleshooting and resolving any issues that arise, and maintaining systems to keep them running smoothly.Strategic Client Engagement: Understanding the company's business foundations and effectively translating the technological vision to clients, fostering confidence and fostering strong, enduring relationships.Process 4Collaborating with other IT professionals: This includes working with other IT professionals, such as network administrators and software developers, to ensure that systems are integrated and functioning properly.Staying current with emerging technologies: This includes researching and staying informed about new technologies and trends in the IT industry, and determining how they can be applied to the organization's systems.Managing projects: This includes managing projects related to the implementation of new systems, including developing project plans, timelines, and budgets.MANAGEMENT INDICATORS
• Compatible solution
• Deep analysis
• CoordinationPOSITION RELATIONS The IT Implementation Coordinator is in charge of delivering the client reequipment on the below department.
• IT Ops
• IT infrastructure
• IT Asset
• Facility

REQUIRED SKILLS

Technical support, Service Level Agreement (SLA), Database administration, Database query languages (SQL, others), IT equipment installation and configuration, IT support, IT training

REQUIRED EDUCATION

Bachelor's degree

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