Title:  Service Delivery Manager

Job Summary

The Service Delivery Manager plays a crucial role in continuously enhancing and expanding the features of platforms provided by ST eSERV. This position involves identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. Collaborating closely with customers, partners, and vendors to create a cutting-edge learning ecosystem. The Service Delivery Manager is responsible for demonstrating a deep understanding of the learning platform and staying updated with new learning technologies to provide informed recommendations. This role requires a blend of technical expertise and innovative thinking to ensure the platforms meet the evolving needs of users and stay at the forefront of educational technology advancements

Key Accountabilities / Responsibilities

The primary roles of the Service Delivery Manager are to: Service Management • Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service. • Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary. • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Developing a deep understanding of projects to gain insights into the scope of service delivery. • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. • Analysing third-party as well as internal processes and creating strategies for service delivery optimisation. Platform Development and Troubleshooting • Overseeing the develop new functionalities and troubleshoot existing features on ST eSERV platforms. • Assist customers with functionality issues and provide technical support as needed. • Perform regular maintenance on customer platforms, including upgrading OS, modules, and applications. Cloud Deployment and Maintenance • Deploy and manage applications using AWS or equivalent cloud services such as EC2, ECS, EFS, ElasticCache, RDS, and S3. • Ensure regular updates and maintenance tasks are performed efficiently. Automation Development • Develop and maintain automation scripts and workflows to enhance platform functionality, streamline processes, and improve efficiency across various aspects of the development lifecycle. • Collaborate with cross-functional teams to identify opportunities for automation and develop solutions that address business needs and technical requirements. • Design and implement automated testing frameworks and procedures to ensure the quality and reliability of software applications. Technology Integration and Solution Design • Research and acquire new and cutting-edge technologies to enhance platform capabilities. • Transform design concepts into concrete solutions by collecting business and system requirements, writing specifications, and developing project schedules and rollout plans. • Deliver solution designs and proof of concepts (POCs) as needed. • Ensure long term architectural and performance strategies are considered in all design and coding solutions. • Write clean, efficient code and complete thorough documentation and unit tests for systems and applications. • Convert project specifications and procedures into detailed logical flow charts for coding. Quality, and Performance Optimisation • Collaborate with Quality Assurance (QA) teams during the testing process and review QA documentation to ensure high quality deliverables. • Develop, maintain, and follow design and development standards and documentation. • Plan, develop, test, and implement software upgrades and new features. • Participate in regular reviews and retrospectives to continuously improve development processes and outcomes. • Participate in incident response and postmortem activities to identify and address the root causes of issues and prevent future occurrences. • Continuously monitor and optimise platform performance to ensure fast, reliable, and scalable solutions. • Implement and adhere to security best practices in all development and deployment activities to protect customer data and platform integrity. • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades. • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring. A successful candidate must be able to: i. Collaborate effectively with IT & HR business partners, Technical Project Managers, Development & infrastructure teams to define and deliver customized solutions for the learning platform. ii. Lead the efficient and successful delivery of large, complex projects, ensuring they are completed on time and within budget. iii. Proactively identify potential bottlenecks, provide effective escalation management, and strike a balance between business needs and technical constraints. iv. Identify, assess, track, and mitigate issues and risks at various levels, ensuring they are addressed promptly to minimize impact on project timelines and objectives. v. Create, maintain, and communicate project information to stakeholders, keeping them informed and engaged throughout the project lifecycle. vi. Foster effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities, driving towards common project goals and objectives.

Job Specifications

Education Bachelors in Computer Science, Computer Engineering, Information Systems, or other technical related degree. Experience • 1 to 3 years of hands-on experience in IT project management and professional software development, with consideration for recent graduates eager to enter the field. • Demonstrated proficiency in analytical thinking and object-oriented design principles. • Extensive development experience utilising one or more Object-Oriented Languages. • Proficiency in software development using PHP, ASP.net (C#), HTML5, CSS3, and JavaScript. • Competence in database management across platforms including MySQL, MS SQL Server, and MongoDB. Optional • PMI Project Management Professional (PMP) Prince 2 certification. • Experience in deploying and managing AWS/Google Cloud Linux or Windows instances. • Proficient in Outsystems Low Code Based Platform.