Responsibilities :
Service Management
Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Performance and Quality Management
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Technical Perception
Supervising desktop management teams to facilitate continual improvements in the desktop environment
Collaborating with technical design teams to set standards for software, hardware, and security
Making sure that anti-virus updates and patches are applied effectively and promptly
Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles Meeting Support
Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
Educating departmental staff on the effective use of conference room technology Service Delivery Managers require a diverse range
