Intertec Systems is a leading provider of IT services, delivering innovative solutions and high-quality service to businesses across multiple industries. As a trusted partner for a wide range of clients, Intertec is committed to driving excellence in technology services and operations. With a focus on agility, efficiency, and customer satisfaction, we ensure that our clients achieve their business goals and enhance their digital transformation journeys.

Job Description:

Intertec Systems is seeking a highly skilled Service Delivery Manager (SDM) to oversee the delivery of application support and new developments. This on-site, full-time position is critical in maintaining high-quality service delivery, ensuring adherence to SLAs, and facilitating effective communication between internal teams and stakeholders. As an SDM, you will be responsible for managing incident escalations, coordinating Agile practices, and driving continuous improvements in service delivery and customer satisfaction.

Responsibilities:

• Service Delivery Management:

  • Oversee and manage the delivery of application support and new developments, ensuring high-quality service delivery.

  • Ensure strict adherence to Service Level Agreements (SLAs) and governance protocols.

• Stakeholder Communication:

  • Act as the primary point of contact for stakeholders, addressing escalations and ensuring effective communication.

  • Prepare regular status reports and provide timely updates to stakeholders on progress, performance, and issues.

• Incident Management:

  • Monitor and manage incident escalations, ensuring prompt resolution within the agreed timelines.

• Agile Practices Coordination:

  • Coordinate Agile practices such as sprint planning, stand-ups, and retrospective meetings.

  • Collaborate with Business Analysts and technical teams to prioritize tasks and allocate resources effectively.

• Continuous Improvement:

  • Drive initiatives to continuously improve service efficiency and user satisfaction.

  • Review performance metrics and identify opportunities for improvement.

• Team and Resource Management:

  • Manage team capacity and ensure business continuity through cross-training plans.

  • Identify additional skill sets or resources required, ensuring alignment with the rate card and budget.

Desired Skills and Experience:

• Proven experience with ITIL Framework and Agile Methodologies.

• Strong knowledge in Service Level Agreement (SLA) Management, Vendor Management, Project Management, and Budget Management.

• Experience with Customer Relationship Management (CRM) and the Software Development Life Cycle (SDLC).

• Excellent communication skills with the ability to manage stakeholders and provide clear, actionable updates.

• Strong leadership skills, with the ability to coordinate and motivate cross-functional teams.

• A proactive problem-solving mindset and the ability to manage multiple tasks and priorities effectively.