Service Delivery Manager

About Logicalis

Logicalis serves as Architects of Change, focusing on designing, supporting, and executing digital transformation strategies by aligning clients' vision with technological expertise and industry insight. The company specializes in key IT areas, including security, cloud, data management, and IoT, addressing customer priorities such as revenue growth, operational efficiency, innovation, risk and compliance, data governance, and sustainability. Logicalis continuously evolves its strategic approach to growth and market positioning.

Key Responsibilities

• Ensure achievement of agreed SLAs, operational efficiency, and customer satisfaction metrics such as CSAT and NPS.
• Manage end-to-end customer support processes to swiftly resolve critical issues impacting customers by leading a skilled and collaborative team of problem solvers.
• Implement and maintain customer support case management practices, complying with defined service level agreements.
• Oversee daily customer support operations and guide the team’s quality and strategic direction.
• Pursue certifications related to Service Desk or ISO standards.
• Build and maintain an organized, effective team environment that aligns with business goals and promotes productivity.
• Analyze support metrics, business and customer impacts, and report findings to enable continuous improvement.
• Handle escalated issues, monitor support performance indicators including first response time and resolution time, and communicate technical problems internally and externally.
• Create and update internal knowledge bases such as Known Error Database (KEDB) and Knowledge Management Database (KMDB) to support appropriate response actions.
• Maintain and improve service levels, refining critical processes to scale support and enhance customer value.
• Drive continuous evolution and improvement of support services with scalable systems and processes fostering service excellence.
• Develop comprehensive career frameworks that focus on personnel growth within the support team.
• Provide regular status updates and promptly alert senior management about any service issues or risks.

Desired Traits

• Strong commitment to customer satisfaction and service quality.
• Self-driven and independent in delivering results.
• Collaborative with ability to work effectively across departments.
• Deep understanding of operational processes aimed at boosting efficiency.
• Advocate for governance and metric-based service improvements.
• Capable of managing urgent, high-priority cases with urgency.
• Positive mindset with resilience under pressure.
• Effective customer and team management skills.
• Proficient in analytics and data-driven decision making.

Qualifications and Experience

• Fluency in written and spoken English communication.
• Bachelor’s degree in Engineering, Computer Science, Business, or a related discipline.
• Certification in ITIL Foundation v3, v4, or higher.
• Experience working with ITSM platforms such as ServiceNow, Remedy, or Atlassian.
• Strong technical capabilities and insight.
• Ability to multitask and efficiently manage time.
• Expertise in preparing documentation and reporting outputs.
• Minimum of five years in the industry delivering services with proven achievements in establishing processes, governance, frameworks, and operational improvements.
• Experience in escalation management, issue resolution, and customer expectation management.

Additional Information

Interested candidates should submit their application along with expected salary and notice period. Only shortlisted applicants will be contacted.

Logicalis ensures the protection and responsible handling of applicants' personal data as detailed in their Data Protection Notice for Job Applicants. Applying for this role constitutes consent for data collection and use as outlined in this notice.