Service Delivery
il y a 1 jour
As a Service Delivery & Project Manager at COSMOTE Global Solutions, you will:Service Delivery & PerformanceEnsure services are delivered on time, within scope, and in line with agreed quality standards.Monitor, manage, and report on Service Level Agreements (SLAs) and key performance indicators (KPIs).Lead continuous improvement initiatives to enhance service performance, efficiency, and quality.Client & Stakeholder ManagementAct as the primary point of contact for clients on all service delivery matters.Build strong client relationships, understand business needs, and manage expectations effectively.Facilitate regular service reviews, performance meetings, and improvement discussions.Onboarding & Transition ManagementLead the onboarding of new clients and new service engagements.Coordinate cross-functional teams to ensure smooth transitions from proposal and design to live service delivery.Define onboarding and transition plans, set milestones, track progress, and ensure operational readiness.Engage closely with clients throughout onboarding to ensure alignment, clarity, and satisfaction.Project ManagementLead and deliver IT and technical projects from initiation to closure.Define project scope, plans, schedules, and timelines; monitor progress against milestones.Coordinate cross-functional project teams and communicate effectively with stakeholders.Identify, assess, and manage project risks, issues, dependencies, and changes.Ensure projects are delivered on time, within budget, and to required quality standards.Team LeadershipLead, coach, and develop the service delivery and project teams.Coordinate and integrate internal support teams to ensure seamless delivery.Allocate work effectively and support team performance and engagement.Promote a culture of accountability, collaboration, and continuous professional development.Process, Operations & Continuous ImprovementDevelop, document, and maintain standard operating procedures and service delivery best practices.Manage escalation processes and ensure timely resolution of service or project issues.Work closely with internal functions (e.g., sales, technical, operations) to align delivery with business strategy.Analyze performance data to identify trends, risks, and opportunities for improvement.Produce operational and project reports and provide insights to senior leadership.Support the ongoing refinement of service delivery and project management frameworks.RequirementsBachelor's degree in Project Management, Information Technology, or a related field.Proven experience in service delivery management and/or IT project management.Proven experience with the above tasks.Experience managing IT or technical services and projects in a client-facing environment.Strong communication, stakeholder management, and relationship-building skills.Excellent planning, organizational, and problem-solving abilities.Experience working with project management and service management tools (e.g., Jira, MS Project).Service Management certification (e.g., ITIL).Project Management certification (e.g., PMP, PRINCE2, Agile/Scrum).
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