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12 Feb 2016

Full-Time Service Delivery Manager

Pearson Lanka (Pvt) Ltd – Posted by Lanka Jobs Anywhere

Job Description

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Service Delivery Manager


The Service Delivery Manager serves as a coordination resource between internal customers and the Service Operations and Control group in Sri Lanka.  Service Delivery Managers are responsible for all aspects of management, planning, coordination, and staffing related to Service Operations and Control functions.  Service Delivery Managers must have demonstrated experience handling complex internal or external projects, technology based initiatives, or large multi-site technical support operations.  Using this experience Service Delivery Managers will constantly examine interrogate and evaluate customer interactions with Pearson processes, systems, and procedures to ensure the best overall customer experience.

In addition to interfacing with internal customers the role will also be responsible for managing and leading teams of service management and support personnel from across all levels of seniority and functional experience in order to meet the demands of the customer.  The successful candidate will likely have 5 to 8 years of experience as an operations manager, service owner, service delivery manager, infrastructure manager or similar role in a large enterprise IT organization as well as 3+ years managing and directing technical teams of engineers, system administrators, network administrators, or database administrators.  Candidate must have functional knowledge of standard ITIL support processes such as incident management, change management, and problem management.  Candidates must have sound troubleshooting and decision making processes as well as high level understanding of service level management and measuring work using key performance indicators.


Core Competencies of a successful candidate will include:

–    Customer Focus

–    Integrity and Trust

–    Team Work

–    Drive for Results

–    Command Skills

–    Decision Quality

–    Building Effective Teams


Essential Competencies of a successful candidate will include:

–  Dealing with ambiguous situations and inputs.

–  Maintaining composure when working with teams and customers.

–  Managing and measuring work with empirical metrics.

–  Persevering in the face of changing priorities and changing constraints.

–  Skills in navigating politically charged environments internally and externally to your organization.

–  Detail oriented in decision making with process adherence tendencies.

–  Foundations ITIL Certification


Nice to Have Skills or Differentiator Competencies

– Mature perspective or deep experience in related work.

– Presentation skills

– Intermediate ITIL Certification(s)

How to Apply

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Job Categories: Corporate Management/Analysts. Job Types: Full-Time.

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