Service Delivery Manager
UG KE NG
Job Title: Service Delivery Manager
Department: Technology
Reporting Line: Global Head of Technology
Location: UG preferably or any Country with an existing EEA office
About ENGIE Energy Access
ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.5 million customers and more than 8 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.
Position Overview:
We are seeking an experienced and proactive IT Service Delivery Manager to join our dynamic team. As an IT Service Delivery Manager, you will be responsible for overseeing the efficient delivery of IT services, ensuring seamless operations, and maintaining high-quality customer satisfaction. Your expertise in managing IT service teams and optimizing service processes will be essential in driving our organization's success.
Key Responsibilities:
1. Team Leadership: Lead, mentor, and motivate a team of IT service professionals to deliver exceptional customer support and technical solutions. Foster a collaborative and high-performance work environment.
2. Service Quality Assurance: Develop and implement strategies to ensure the delivery of high-quality IT services that meet or exceed customer expectations. Establish and monitor service level agreements (SLAs) to measure performance and implement improvements as necessary.
3. Incident Management: Oversee the timely resolution of incidents and service requests. Coordinate with technical teams to address critical issues, minimize downtime, and restore services efficiently.
4. Change Management: Implement and manage ITIL-based change management processes, ensuring seamless service transitions and minimizing risks to business operations.
5. Service Improvement: Continuously evaluate service performance, identify areas for improvement, and implement process enhancements to optimize service delivery efficiency and effectiveness.
6. Vendor Management: Collaborate with third-party vendors and service providers to ensure they meet contractual obligations and deliver services according to agreed-upon standards.
7. Budget and Resource Management: Work closely with the IT leadership team to manage the IT service delivery budget effectively and allocate resources efficiently.
8. Reporting and Analytics: Generate regular reports on service performance metrics, customer satisfaction levels, and incident trends. Utilize data insights to make data-driven decisions and implement improvements.
9. Stakeholder Communication: Develop and maintain strong relationships with key stakeholders, including department heads, executives, and business partners. Provide regular updates on service delivery performance and initiatives.
10. Risk Management: Identify potential risks and proactively implement measures to mitigate them. Ensure compliance with relevant industry regulations and security standards.
Qualifications and Experience:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience (X years) as an IT Service Delivery Manager or in a similar leadership role in IT service management.
- Strong understanding of ITIL principles and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to manage multiple projects and prioritize effectively.
- Solid analytical and problem-solving abilities with a data-driven approach.
- Previous experience in vendor management and contract negotiation is desirable.
- Certifications such as ITIL, PMP, or other relevant credentials are a plus.
Join our passionate team and play a pivotal role in delivering top-notch IT services to our organization and clients. If you thrive in a fast-paced environment and have a track record of driving service excellence, we encourage you to apply for this exciting opportunity as an IT Service Delivery Manager.
We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!