Please give us some details about the role you want to fill and let us know why you think our client might be the perfect candidate for you.
What happens next?
Our Job Search Specialist Mark Beltran will facilitate the next steps:
Mark will let our client know that you have shown an interest in their professional skills.
You will receive a full job application from our client and might want to offer them a formal job interview if you see the right potential in this candidate.
If you decide that you would like to offer the role to our client, we will help to make the next steps as smooth as possible.
You will be supported by our Licensed Immigration Advisers, who will take care of all visa related aspects of the process of offering our client a job.
Offering a job to our client will be straight forward.
Well-organized and efficient Service Delivery Manager experienced in creating and following processes and using analytical and problem-solving skills to overcome minor and major issues. Good knowledge of rostering and shift management systems to increase team efficiencies and skilled in team collaboration, leadership, and training. Strong customer service ethic with effective communication skills and proven ability to interact with clients and internal teams clearly and respectfully. Readily adapt to change and enjoy supporting teams to be resilient while maintaining quality.
IT Service Provider, July 2023 - Present
Previous titles at the same company:
Manager - Partner Success, Jan 2023 – June 2023
Technical Account Manager, March 2021 – Present
Assistant Manager, Service Delivery, June 2014 – March 2021
Service Delivery Management:
• Managed the day-to-day delivery of services with operational teams, ensuring resourcing requirements are managed appropriately
• Guided operational teams to ensure they understand contract deliverables
• Reported on agreed service levels with recommendations for improvements
• Responsible for managing dedicated tech teams and engineers for Service Desk and NOC
• Developed and maintained systems to measure staff performance
• Oversaw adherence to established standards, taking proactive measures to communicate, advise, and assist as needed based on performance metrics
• Took charge of customer-centric efforts in all restoration and resolution initiatives through collaborative approaches, making improvements to enhance the overall customer experience
• Checked incidents are fully resolved and users and clients are satisfied and agreed to close the related incident
• Ensured relevant actions have been logged to enable tracking
• Trained Service Desk Agents and cultivated the service excellence mindset in the Service Desk team
• Mentored and coached Service Desk and NOC teams to improve their performance, as part of the continual service improvement process
• Monitored backlog and used escalation channels to get the right team involved to resolve tickets promptly
• Identified gaps and shortcomings in the current processes, procedures, and services and provided recommendations for improvement
• Collaborated with the internal and external stakeholders to identify areas for continual improvement
• Forecasted and mitigated capacity constraints across various teams and clients, optimizing operational efficiency and ensuring seamless workflow
Employment prior to 2014 includes Customer Services Executive with HSBC Electronic Data Processing Lanka (Pvt) Ltd, providing high level of customer service for different operations within the bank and mentoring and training staff on systems and procedures.
• MBA: General (2024 –2025)
• ITIL4: IT Service Management (2019)
• Higher Diploma in Computer Studies: Information and Technology (2003)
• Regular volunteer at my children’s school events
• Sculpturing
• Cooking for family and friends
• Training kids in sports and running to keep fit
• Organising meetups & parties
People management – conduct performance appraisals and work closely with teams to understand what they need to work on and implement strategies to further their professional development
Team training – led fraud awareness and compliance training programs as well as training on how to increase quality and productivity levels
Process structuring – Created several processes using Visio for improving the team’s performance and customer satisfaction
Service management – Developed new processes and service strategies using ITIL framework for the continuous improvement of the MSP
Analytical – Analyse historical data on Connectwise, Bright Gauge and 8X8 to set new KPIs
Technical – Autotask, ConnectWise, IT Glue, N-able, Office 365 /Datto
Service delivery management (ITIL) –Design processes and KPIs based on the agreed SLAs and link them to theservice management tools to monitor service delivery and extract reports forthe management and clients
Collaboration and relationship building –Highly organized with a collaborative approach and maintain good relationships with all my teams, management, clients, and end users by proactively addressing their needs and expectations
Team leadership and development – Conduct performance appraisals and work closely with teams to understand what they need to work on and implement strategies to further their professional development
Operational excellence - Develop new processes and service strategies using the ITIL framework for continuous improvement & share knowledge and best practices to enhance the quality of service delivery
Continuous improvement – Drove continuous improvement by working collaboratively with senior management, sales, and engineering teams. Proactively identified market trends, adapted strategies, and provided innovative solutions to meet evolving client requirements and business targets
Financial management – Led financial aspects of Staff Augmentation Services, ensuring adherence to allocated budgets and optimizing resource allocation for maximum cost-effectiveness
Effective communication – Always praised for initiating the best way to communicate with the clients and internal teams most effectively without losing any information during the process
Excellent customer service – Over 20years of customer service experience in different industries
