Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.As a Service Delivery Manager, you will be responsible for overseeing the delivery of IT services that support our retail operations. You will leverage ITIL best practices to ensure that services are delivered efficiently and effectively, with a focus on change management, service continuity, and continuous improvement.
RESPONSIBILITIES ITIL Implementation: Implement and manage ITIL frameworks for service management, ensuring alignment with business objectives.Service Level Agreements (SLAs): Define, monitor, and report on SLAs to ensure service quality and performance meet business needs.Incident Management: Oversee the incident management process, ensuring quick resolution and minimal impact on retail operations.Risk Assessment: Evaluate potential risks associated with changes and develop mitigation strategies.Stakeholder Communication: Collaborate with stakeholders to communicate change impacts and ensure a smooth transition during implementation.Continuous Improvement: Identify opportunities for process improvements and service enhancements through analysis and feedback.Performance Metrics: Establish key performance indicators (KPIs) to measure service delivery effectiveness and report findings to senior management.Training and Support: Provide training and support to retail staff on IT services and tools to enhance their operational efficiency.PROFILE Bachelor's degree in IT, Business Management, or related field.Minimum of 8 years in IT service delivery, preferably in a retail environment.Certifications: ITIL Foundation certification (ITIL Practitioner or Expert preferred).DevOps knowledge is an added advantage.Technical knowledge in various technology and project management tools.Experience in multi-project implementations and support.Motivated, with good interpersonal and editorial skills, recognized for rigor, analytical capacity, and strength of proposal.Experience in supporting different business units and stakeholders across countries.Prior working experience in distributed and MNC environments.Good command of English.Excellent Problem-Solving Skills.
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