IT Manager

We have an exciting opportunity for an IT Manager to join our team.

Position Summary:

The IT Manager is responsible for overseeing the end-to-end delivery of IT services within the last mile to customers. This role ensures that the final delivery phase of IT services and solutions is executed efficiently, meets service quality standards, and enhances customer satisfaction. The manager will collaborate with cross-functional teams to manage resources, resolve issues, ensure service continuity, and optimize service delivery in alignment with business goals.

Key Responsibilities:

• Service Delivery Management:
• Oversee and manage the last mile of IT service delivery, ensuring all customer requirements are met within the specified time frame.
• Coordinate with internal teams, vendors, and partners to ensure seamless execution of IT service delivery to end users.
• Monitor and optimize last-mile service delivery operations to meet service level agreements (SLAs) and improve customer satisfaction.
• Project Oversight:
• Manage IT projects related to service delivery, ensuring that they are executed on time, within budget, and in accordance with organizational objectives.
• Identify, track, and resolve any issues that may impede the timely delivery of services to customers.
• Stakeholder Communication:
• Serve as the primary point of contact for stakeholders during the last mile delivery process.
• Provide regular updates to senior management on service delivery performance, project status, and any potential risks or issues.
• Facilitate communication between technical and non-technical teams to ensure understanding and alignment.
• Continuous Improvement:
• Analyze service delivery processes, identify areas for improvement, and implement strategies to streamline and enhance last-mile delivery.
• Evaluate and recommend new technologies and tools to improve service delivery efficiency and effectiveness.
• Incident and Problem Management:
• Manage the resolution of service delivery issues and incidents, ensuring minimal disruption to customers.
• Lead root cause analysis efforts for recurring delivery problems and implement corrective actions.
• Team Leadership:
• Lead and mentor a team of IT professionals focused on last-mile service delivery.
• Conduct performance reviews, provide training, and support professional development for team members.
• Foster a collaborative and high-performance work environment.
• Compliance and Quality Control:
• Ensure compliance with relevant IT policies, industry regulations, and company standards.
• Ensure that service delivery adheres to quality standards, minimizing errors and delays in service fulfillment.
• Vendor Management:
• Manage relationships with external vendors and third-party service providers.
• Oversee vendor performance and ensure that external partners meet agreed-upon service levels and contract terms.
• Budget Management:
• Assist in budget planning and management for last-mile service delivery projects.
• Monitor costs and ensure that service delivery is achieved within the allocated budget.

Qualifications:

• Education:
• Bachelors degree in information technology, Computer Science, or a related field.
• Experience:
• Minimum 3-5 years of experience in IT service delivery, project management, or related roles.
• At least 3 years of experience in managing last-mile IT services or similar operations.
• Strong understanding of IT service management frameworks.
• Proven experience in managing cross-functional teams.
• Skills & Competencies:
• Strong project management skills with a focus on delivery.
• In-depth knowledge of IT infrastructure, networks, and service delivery methodologies.
• Excellent problem-solving and critical-thinking abilities.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Strong leadership and team management capabilities.

Key Performance Indicators (KPIs):

• Service level agreement (SLA) compliance rate.
• Customer satisfaction scores.
• Time to resolution for service delivery issues.
• Budget adherence for service delivery projects.
• Team performance and productivity.

Job Type: Full-time

Work Location: In person

Application Deadline: 2025/04/20