Service Delivery Manager

EXCIS COMPLIANCE LIMITED

Lead projects from initiation through deployment, ensuring timely and successful delivery of solutions.

Drive customer satisfaction, manage client relationships, and handle escalations effectively.

Conduct Root Cause Analysis (RCA) and implement corrective actions to achieve positive outcomes.

Manage accounts, including P&L ownership, to achieve targeted business margins.

Oversee the technical team, providing guidance, mentorship, and support.

Collaborate cross-functionally with product, design, sales, and operations teams.

Manage project timelines, budgets, and resources efficiently.

Identify and mitigate project and technical risks.

Stay abreast of emerging technologies and industry trends.

Recruit, train, and develop technical/IT support staff.

Present project progress and key updates to senior management and stakeholders.

Contribute to product design and the definition of technical and business requirements.

Delegate technical responsibilities and monitor project execution.

Ensure adherence to company standards, processes, and regulatory requirements.

Drive process improvements and validation initiatives.

Analyze data to identify operational trends and opportunities for improvement.

Collaborate across departments to support business decision-making.

Work flexibly in shifts to meet project priorities and deadlines.

MCA or Bachelor s Degree in Computer Science, Information Technology, or a related field, or equivalent qualification.

Diploma or equivalent professional education in the IT domain.

Proficient in ITIL principles and best practices.

Strong working knowledge of Microsoft Office tools including Excel, PowerPoint, and Word.

PMP, PRINCE2, or equivalent project management certification is highly desirable.

Excellent verbal, written, and interpersonal communication skills, with the ability to present ideas clearly and persuasively.