Service Delivery Manager

Service Delivery Manager – Acquire Intelligence We're an award-winning global outsourcer providing contact center and back‑office services on behalf of our global clients. Join a place where innovation and teamwork support exciting missions worldwide. Our mission is to help businesses work smarter, simplifying how they operate, improving performance, and leading meaningful change. Why Join the A‑Team? Weekly pay run – TGI Thursdays Internal promotions supported for career growth Employee referral bonus Meaningful work and collaboration with top talent A Snapshot of Your Role Resource Management Coordinate the activities of each ICT skill group to ensure timely delivery of project outcomes. Identify resourcing needs to meet project requirements and ensure projects are appropriately staffed. Specify and order all required equipment, including hardware and software, to support efficient project operations. Manage the delivery, costing, and testing of all equipment, monitoring requirements and addressing any necessary changes. Customer Engagement Build strong relationships with customers and clients to maintain a positive image for the business and enhance growth and development. Manage client expectations through timely communication, ensuring all requirements are met and relationships remain positive and productive. Collaborate with clients to identify and implement service improvement initiatives that enhance overall business performance. Project Management Translate project scopes into ICT deliverables and assign components to the appropriate skill groups and staff. Support Account and Project Managers in the successful delivery of ICT services within defined project scopes. Communicate effectively with key stakeholders to address risks that may impact project delivery. People Management Oversee the operations of the global ICT On‑site Support team, ensuring efficient and effective delivery of all assigned tasks. Lead, mentor, and develop on‑site support staff to maintain high service standards and foster a culture of continuous improvement. Manage escalations and ensure timely resolution of critical incidents or service disruptions. As ICT Staff you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on information security and data privacy. About You Strong organisational and coordination skills, with the ability to manage multiple ICT projects and priorities simultaneously. Effective communicator who builds trusted relationships with clients, stakeholders, and technical teams. Proven track record of taking ownership and applying a proactive, solutions‑focused approach to challenges. Solid understanding of ICT infrastructure fundamentals, including networking, hardware, operating systems, and end‑user computing. Familiarity with cloud and collaboration technologies such as Microsoft 365, Azure, and Teams administration. Knowledge of IT service management principles and frameworks (e.g., ITIL) and their practical application in service delivery. Ability to interpret technical information, assess business impact, and coordinate resources for timely resolution of incidents or project tasks. Experience managing or supporting geographically distributed teams, maintaining consistency and alignment across regions. Calm and decisive under pressure, with strong prioritisation and problem‑solving skills. Commitment to continuous improvement, identifying opportunities to enhance processes, service quality, and customer outcomes. Adaptable and resilient in dynamic environments where technology and priorities evolve quickly. What Success Looks Like Projects delivered on time, within scope, and to agreed quality standards. ICT resources effectively coordinated to meet project and service demands. Strong, positive relationships maintained with clients and stakeholders. On‑site support team operating efficiently with minimal escalations. Clear communication and collaboration across technical and business teams. Continuous improvement initiatives implemented to enhance service quality. High customer satisfaction and consistent achievement of service targets. What We Value Curious and clever: smart questions spark smart solutions. Entrepreneurial energy: think like an owner, solve like a founder. Fast with intent: move fast and deliver real results. Laugh and learn: we don’t take ourselves too seriously, just our results. What are you waiting for? Join the A‑Team and experience the A‑Life Advance Your Career – Join us today and be part of a team where your work makes an impact #J-18808-Ljbffr