On behalf of our client, a leading IT solutions provider in the Cayman Islands, we are seeking a professional, customer-focused Service Delivery Manager who would be interested in relocating to take on a new challenge in this unique offshore setting.

The Service Delivery Manager will oversee the quality and delivery of services for managed services clientele while also advocating new services to potential clients. They will be a key contact to all managed service clients and be the primary driver in evaluating customer feedback to develop processes and improvements to the managed service offerings.

Responsibilities include:

• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing communication between stakeholders for post-incident reviews.
• Developing a deeper understanding of projects to gain insights into the scope of service delivery.
• Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
• Work with the sales team to provide sales opportunities from problem analysis and aid with sales where needed.
• Arrange regular review meetings and report on the quality and performance of services.
• Work with all departments to ensure customer satisfaction.
• All other support activities deemed necessary by management.

Experience Required:

Minimum of 3-5 years’ experience in a similar role within the IT Services space and one or more of the following:

• Working in a Managed Services / Professional Services role.
• Experience working in a Service or Helpdesk environment, ticket handling, escalation, etc.
• Proven history of providing Presales consultation to Customers and Sales representatives.
• Project Management
• Technical proficiency in HPE Enterprise Solutions, Microsoft Stack, Public Cloud, Networking and IT Security.

Desired Certifications:

• Project Management
• ITIL
• Cyber Security
• Microsoft O365 / Azure / Windows Server
• Networking

Our client offers a competitive and TAX FREE compensation package including a full range of benefits and continued investment in training. Relevant work permit application and relocation cost assistance will also be made available to the successful candidate.

Last update: August 23, 2023