Executive – Service Delivery

Roles & Responsibilities:

• Coordinate the delivery of IT services, ensuring adherence to SLAs and quality standards.
• Monitor service performance metrics, identify trends, and implement corrective actions as
  necessary.
• Manage incidents, service requests, and changes through the ITSM tool, maintaining a focus
  on continuous improvement.
• Ensure adherence to ITIL processes for incident, problem, and change management.
• Act as a point of contact for client queries, updates, and escalations related to IT services.
• Maintain regular communication with clients, providing status updates and resolving service
  concerns.
• Build and nurture long-term relationships to enhance client satisfaction and trust.
• Troubleshoot and resolve technical issues in collaboration with the IT operations and support
  teams.
• Coordinate with third-party vendors for issue resolution and service delivery improvements.
• Identify and recommend process optimizations to improve service reliability and efficiency.
• Document service-related activities, configurations, and resolutions for future reference.
• Prepare performance reports, dashboards, and presentations for management and
  stakeholders.
• Maintain accurate records of service tickets, ensuring transparency and accountability.
• Ensure IT services comply with organizational policies, industry standards, and regulatory
  requirements.
• Collaborate with security teams to address vulnerabilities and ensure data protection.