Technical Service Delivery Manager

About the Role

Muller’s Solutions is seeking a seasoned Technical Service Delivery Manager to spearhead the delivery of managed IT services across critical functions, including Service Desk, Field Support, and Inventory Management. In this pivotal leadership role, you will be responsible for ensuring exceptional service quality, fostering operational excellence, and driving the performance of distributed teams while maintaining robust stakeholder relationships. Your expertise will be instrumental in meeting and exceeding Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring seamless service delivery in a dynamic and fast-paced environment.

Key Responsibilities

• Service Performance Leadership: Drive the achievement of SLAs and KPIs, providing regular, insightful performance reports to senior stakeholders to ensure transparency and accountability in service delivery.
• Team Governance and Leadership: Lead and govern the Service Desk, Field Support, and Inventory Management teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Cross-Functional Coordination: Oversee managed service delivery across multi-vendor and cross-functional teams, ensuring seamless integration and alignment with organizational objectives.
• Workforce and Scheduling Management: Develop and implement strategic workforce planning and scheduling for shift-based operations, optimizing resource allocation to meet service demands.
• Talent Development: Create and execute individual development plans for team members, nurturing their professional growth and enhancing overall team capabilities.
• Incident and Problem Management: Establish and maintain structured governance for effective incident, problem, and escalation management, minimizing disruptions and enhancing service reliability.
• Process Improvement: Identify and implement opportunities to refine service delivery processes and operational efficiency, driving continuous service improvement initiatives.
• Stakeholder Engagement: Build and sustain strong relationships with internal and external stakeholders, ensuring clear communication and alignment with business objectives.
• Operational Problem-Solving: Lead initiatives to resolve operational challenges, leveraging analytical and decision-making skills to drive sustainable solutions.

Requirements

• Education and Certification: Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field. ITIL V4 Foundation Certification is mandatory.
• Proven Leadership Experience: Demonstrated experience managing teams of 30+ members across multiple locations, with a focus on managed service delivery.
• Shift-Based Operations: Hands-on experience managing shift-based IT support operations, ensuring consistent service availability and performance.
• ITSM Expertise: Strong knowledge of IT Service Management (ITSM) processes and best practices, with practical experience in ServiceNow or similar ITSM platforms.
• Endpoint Technology Support: Expertise in supporting a wide range of endpoint technologies, including laptops, desktops, mobile devices, and meeting room and collaboration systems.
• Multi-Vendor Coordination: Proven ability to coordinate services across multi-vendor environments, ensuring seamless integration and service delivery.
• Leadership and Communication: Exceptional leadership, people management, and coaching skills, coupled with strong stakeholder management and communication abilities.
• Analytical and Problem-Solving Skills: Robust analytical, problem-solving, and decision-making capabilities, with a focus on driving operational excellence and continuous improvement.