JOB DETAILS:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, we are looking for competent, skilled, and experienced IT Service Delivery Manager to work in Uganda.

JOB SUMMARY
The IT Service Delivery Manager will be responsible for ensuring the effective delivery of IT services to internal and external clients. This role involves managing the end-to-end service delivery process, overseeing IT support operations, and ensuring that services meet or exceed agreed-upon service level agreements (SLAs). The IT Service Delivery Manager will work closely with various teams, stakeholders, and customers to maintain high levels of service, improve operational efficiency, and ensure continuous improvement in service delivery.

DUTIES AND RESPONSIBILITIES:
Service Delivery Oversight:
• Manage and monitor day-to-day IT service operations to ensure high-quality service delivery.
• Ensure that services meet SLA requirements, operational processes, and client expectations.
• Coordinate with teams to ensure timely resolution of service incidents, service requests, and escalations.
• Work with vendors and third-party service providers to ensure seamless delivery and performance of outsourced IT services.
Performance Monitoring & Reporting:
• Develop and implement service delivery metrics, track performance, and report on service performance to stakeholders.
• Prepare and deliver regular service delivery reports, highlighting service performance, issue resolutions, and improvement opportunities.

• Manage reporting tools and dashboards to monitor the health of the service delivery environment.
Incident and Problem Management:
• Ensure that incidents and service requests are managed efficiently, with root cause analysis for recurring issues.
• Lead problem management processes to identify, investigate, and resolve chronic issues affecting service delivery.

• Ensure that customers are kept informed on the progress of incidents and resolution timelines.
Client and Stakeholder Management:
• Build and maintain strong relationships with internal and external customers, ensuring satisfaction with IT services.
• Collaborate with other teams (technical, support, and project teams) to address customer needs and service improvements.

• Act as a point of escalation for client or customer concerns regarding IT service delivery.
Continuous Improvement:
• Identify areas for improvement in service delivery, IT processes, and procedures to enhance customer satisfaction and operational efficiency.
• Implement changes based on feedback, audits, and service reviews.
• Drive the adoption of best practices in ITIL (IT Infrastructure Library) and other service management frameworks.
Resource & Team Management:
• Lead and mentor a team of service delivery professionals, ensuring effective performance and development.
• Oversee the training and development of team members to enhance skills and capabilities.

• Allocate resources effectively to meet service delivery goals and deadlines.
Project and Change Management:
• Manage IT service delivery projects, ensuring they are completed on time and within scope.
• Ensure proper change management procedures are followed to minimize disruptions during service transitions or updates.

QUALIFICATIONS, SKILLS AND EXPERIENCE:
• Bachelor's degree in Information Technology, Computer Science, or a related business field.
• Proven experience (5+ years) in IT service delivery or client relations manager roles.

• In-depth knowledge of ITIL or other service management frameworks (ITIL certification preferred).
• Experience managing IT service delivery teams in a fast-paced, customer-focused environment.
• Awareness of user behaviours, preferences, and challenges in Uganda.

• Strong understanding of IT infrastructure, service management processes, and technologies.
• Proficiency in using IT service management (ITSM) tools such as ServiceNow, BMC Remedy, or others.

ADDED ADVANTAGE:
• ITIL Expert or Practitioner certification.
• Experience with cloud-based services, infrastructure, or enterprise applications.
• Knowledge of project management methodologies (e.g., Agile, PMP).