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).

Note
:
Only shortlisted applicants will be contacted.
Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY
SOLICITATION WILL LEAD TO DISQUALIFICATION