Senior Service Delivery Manager
About this position
The Senior Service Delivery Manager is responsible for overseeing the Service Desk and all related IT Service Management processes to ensure high-quality IT services to end-users.
Responsibilities
• Provide strategic leadership and direction to the Service Desk team, ensuring effective incident and service request management.
• Establish and monitor service desk KPIs, including response times, ticket resolution, and customer satisfaction.
• Oversee all ITSM processes, including incident management, problem management, change management, and service request fulfillment, to ensure alignment with industry best practices (ITIL framework).
• Drive a culture of continuous improvement within the IT service organization.
• Define and monitor service level agreements (SLAs) with a focus on meeting or exceeding performance targets.
• Collaborate with end-users and stakeholders to understand their IT service needs and expectations.
Requirements
• Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration).
• ITIL certification or equivalent ITSM certifications preferred.
• Experience in IT service management and leadership roles.
• Strong understanding of ITIL framework and best practices.
• Proven track record in driving ITSM process improvements
Benefits
70,000 - 200,000 THB per month
