Overview
We are recruiting!
Our client in Maputo is looking for a Servive Delivery Manager to join their team for a job vacancy within the Technology Sector.
Responsibilities
- Provide overall leadership and oversight for both the Helpdesk and Technical Support teams.
- Monitor and review support tickets regularly to ensure resolution within defined SLAs.
- Monitor service metrics (SLAs, tickets, customer satisfaction, productivity).
- Manage All SLAs.
- Address any delays or discrepancies by following up with the relevant teams to drive timely closure.
- Conduct regular sync-up meetings with Technical Leads and team members to maintain visibility and alignment across customer accounts.
- Act as a liaison to bridge operational gaps between the Helpdesk, Technical teams, and other business units as needed.
- Serve as the primary point of escalation for SLA-bound customers, ensuring service expectations are consistently met and between users, customers, suppliers and internal departments.
Requirements
- Technical or higher education in areas such as Engineering, Information Technology, or similar
- At least 3 years of experience in IT or Management
- Proven experience managing end user support, infrastructure operations, and helpdesk teams.
- Strong knowledge of ITIL framework (preferably ITIL certified).
- Experience with ITSM tools (ServiceNow, BMC Remedy, etc.).
- Good understanding of enterprise IT infrastructure (servers, networking, cloud).
- Excellent communication, stakeholder management, and leadership skills.
