Recruitment Of Service Delivery Manager At Layer3, Abuja and Lagos

Layer3 is one of the fastest growing network and security infrastructure companies in West Africa, providing award-winning services, including managed and cloud services, network security, IT infrastructure management, virtualization and mobile device management solutions. Our unique model integrates best-of-breed technologies from global leaders such as Juniper Networks, Blue Coat, Polycom, AirWatch, F5, Extreme Networks and VMware, coupled with our next-generation metro fiber networks, to offer unparalleled services and after sales support to some of the most demanding customers.

We are recruiting to fill the position below:

Job Title: Service Delivery Manager

Locations: Abuja and Lagos

Responsibilities

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 optimization

Responsible in the development of service plans and policies and ensures that such plans and policies are followed in delivering IT services to clients.

Ensuring the delivery of the highest level of operational service to clients by coordinating the activities of the service delivery team across all areas of services.

Performs numerous duties and responsibilities, such as service management, change control, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.

Responsible for performance and Quality Management by recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

Providing accurate and regular reports to the management/customers on performance of the service delivery

Leading personnel management, including staff recruitment, performance assessment, training, and mentoring