About this job
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management
solutions firm operating in the East African Region in the countries of Uganda,
Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, we are looking for competent, skilled, and
experienced
IT Service Delivery Manager
to work in
Uganda.
JOB SUMMARY
The IT Service Delivery Manager will be responsible for ensuring the effective
delivery of IT services to internal and external clients. This role involves
managing the end-to-end service delivery process, overseeing IT support
operations, and ensuring that services meet or exceed agreed-upon service level
agreements (SLAs). The IT Service Delivery Manager will work closely with
various teams, stakeholders, and customers to maintain high levels of service,
improve operational efficiency, and ensure continuous improvement in service
delivery.

DUTIES AND RESPONSIBILITIES:

Service Delivery
Oversight:

·
Manage
and monitor day-to-day IT service operations to ensure high-quality service
delivery.

·
Ensure
that services meet SLA requirements, operational processes, and client
expectations.

·
Coordinate
with teams to ensure timely resolution of service incidents, service requests,
and escalations.

·
Work
with vendors and third-party service providers to ensure seamless delivery and
performance of outsourced IT services.

Performance
Monitoring & Reporting:

·
Develop
and implement service delivery metrics, track performance, and report on
service performance to stakeholders.

·
Prepare
and deliver regular service delivery reports, highlighting service performance,
issue resolutions, and improvement opportunities.

·
Manage
reporting tools and dashboards to monitor the health of the service delivery
environment.

Incident and Problem
Management:

·
Ensure
that incidents and service requests are managed efficiently, with root cause
analysis for recurring issues.

·
Lead
problem management processes to identify, investigate, and resolve chronic
issues affecting service delivery.

·
Ensure
that customers are kept informed on the progress of incidents and resolution
timelines.

Client and
Stakeholder Management:

·
Build
and maintain strong relationships with internal and external customers,
ensuring satisfaction with IT services.

·
Collaborate
with other teams (technical, support, and project teams) to address customer
needs and service improvements.

·
Act
as a point of escalation for client or customer concerns regarding IT service
delivery.

Continuous
Improvement:

·
Identify
areas for improvement in service delivery, IT processes, and procedures to
enhance customer satisfaction and operational efficiency.

·
Implement
changes based on feedback, audits, and service reviews.

·
Drive
the adoption of best practices in ITIL (IT Infrastructure Library) and other
service management frameworks.

Resource & Team
Management:

·
Lead
and mentor a team of service delivery professionals, ensuring effective
performance and development.

·
Oversee
the training and development of team members to enhance skills and
capabilities.

·
Allocate
resources effectively to meet service delivery goals and deadlines.

Project and Change
Management:

·
Manage
IT service delivery projects, ensuring they are completed on time and within
scope.

·
Ensure
proper change management procedures are followed to minimize disruptions during
service transitions or updates.

Requirements

QUALIFICATIONS,
SKILLS AND EXPERIENCE:

·
Bachelor's degree in Information Technology, Computer
Science, or a related business field.

·
Proven experience (5+ years) in IT service delivery or client
relations manager roles.

·
In-depth knowledge of ITIL or other service management
frameworks (ITIL certification preferred).

·
Experience managing IT service delivery teams in a
fast-paced, customer-focused environment.

·
Awareness
of user behaviours, preferences, and challenges in Uganda.

·
Strong
understanding of IT infrastructure, service management processes, and
technologies.

·
Proficiency
in using IT service management (ITSM) tools such as ServiceNow, BMC Remedy, or
others.

ADDED ADVANTAGE:

·
ITIL Expert or Practitioner certification.

·
Experience with cloud-based services, infrastructure, or
enterprise applications.

·
Knowledge of project management methodologies (e.g., Agile,
PMP).