• 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.

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

All candidates who meet the criteria outlined as above are encouraged apply under the job vacancy ” QSSU-PS-SDM-IT SERVICE DELIVERY MANAGER” Only shortlisted applicants will be contacted. The deadline for applications is not later than 05:00 pm, Tuesday 18th March, 2025